Educational Testing Service Mentor in Ewing, New Jersey
Position SummaryThe Mentor oversees and participates in the activities performed by Customer Service Representatives and Senior Customer Service Representative in the area. These staff members act as a case managers by responding to special requests and resolving test administration and test material issues. The Mentor acts as the subject matter expert and is the primary point of contact for external departments.
Perform Quality Control (QC) on work completed by other team members.Create or update training materials for new staff trainingDeliver classroom training yearly for new agency staff membersCommunicate clearly and concisely, both by telephone and in writing, with school coordinators and other ETS departments. Address and, when needed escalate customer service issues to designated staff according to existing procedures.Utilize case management databases and ETS registration and testing records to effectively to research and document customer interactions.Serve as point of contact for junior and temporary staff members for escalated and unresolved issues and other typically non-routine and complex inquiriesCreate and update SOPs and Job AidsAdhere to ethical standards and comply with the laws and regulations applicable to the job function
Listening – the ability to pay attention to and comprehend what is being said, as well as detect unspoken concerns/interests and “read between the lines”Writing – the ability to create clear, complete and concise emails to communicate with internal and internal partiesTraining – the ability to create and assemble training materials and deliver training of a complex processAttention to detail – the ability to review output for accuracy, report and document errors and ensure correctionContact documentation – the ability to clearly document customer interactions as well as actions taken to achieve case resolutionProcess documentation – the ability to create or revise documents to capture processes in the designated format. Also independently perform ongoing document reviews to ensure accuracy.Multitasking – the ability to effectively prioritize multiple time sensitive tasks to meet designated deadlinesCollaboration – the ability to communicate requirements and coordinate activities with external departments.
5 years of experience in customer service or a customer-oriented role is required
Proficiency with Microsoft Office products is required with general PC knowledgeAbility to perform in a fast-paced environment and adaptable to changeStrong problem solving/decision making and time management skillsAbility to work with minimal supervision, and prioritize work assignments to meet deadlines
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of Women and Minorities.
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of protected Veterans and Individuals with Disabilities.
EDUCATIONAL TESTING SERVICE is a Drug-free workplace.
Keyword: Mentor Multitasking Quality Training Case Management Cases
From: Educational Testing Service