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Overview
Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes.
Position Summary
The primary objective of the Customer Experience Advisor (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions.
This is a key role within the organization as you are the face and voice of our customers and our Human Brand. You are the front line of support for our customers answering the their questions and enquires to ensure satisfaction with our products, and services, and (when applicable) actively promoting new services.
This is not a conventional call center role with the focus on customer experience as opposed to handling time. With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives.
This is a hybrid role. All candidates must live within commuting distance to Alexandria, VA.
Responsibilities
• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role
• Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information
• Actively seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty
• Manages day to day contacts
• Delivers accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact
• Resolve customer concerns through the case management system and create cases for each contact handled
• Assists customers and candidates with items such as password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires, extensions; etc
• Processes payments for annual maintenance fees and diagnoses payment errors
• Registers customers for seminars
• Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc
• Recognize, document, and inform the regional manager regarding trends in customer correspondence
• Escalate complex inquires / requests to subject matter experts
• Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment
• Miscellaneous duties as assigned
Behavorial Competencies
• Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices
• Passionate about customer experience and has the ability to put the customer and candidate at the heart of all interactions.
• Effective organization skills and the ability to multitask
• Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
• Able to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers
• Self-motivated
• Interact in a cooperative and professional manner with others
• Detail oriented and good follow-up skills
• Ability to problem solve in a timely manner
• Ability to handle confidential information with discretion
Qualifications
• Must have excellent written and verbal communication skills in English
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
• CRM/database applications experience a plus (i.e. Salesforce)
Education and Work Experience
• High School diploma or GED required
• Minimum 3 years of customer service experience in a call center environment preferred
Physical and Mental Demands
• Work normal business hours, and occasional extended hours or overtime, when necessary
• Remain in a stationary position, often standing or sitting, for prolonged periods
• Regular use of office equipment such as a computer/laptop and monitor computer screens
Equal Employment Opportunity Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
