REPORTS TO: Supervisor, Contact Center
DEPARTMENT: Candidate Services
LOCATION: Remote - Tennessee
Fully Remote - Up to $17.50 Depending on experience
About Us:
Prometric (www.prometric.com) is a leading provider of technology-enabled testing and assessment solutions to many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.
JOB OVERVIEW:
In this position you will provide call center customer service support. We are looking for customer-oriented, self-driven, energetic people who are hungry for an excellent entry-level opportunity to get their foot in the door to learn and grow with a fast-growing, global organization!
PERKS:
- Comprehensive Healthcare Benefits
- Paid Time Off
- 12 Paid Holidays
- Generous Employee Referral Program
- Opportunities for Career Growth
- Free Employee Assistance Program
- No Evening Shifts
- No Selling and No Cold Calling
- Vacation
RESPONSIBILITIES:
- Assist candidates (via phone calls, emails, and scanned applications) with certification/testing process from registration to test delivery.
- Answer calls within management standards, consistently deliver quality call handling and meet established metric goals.
- Interact with candidates, in a professional manner
- Maintain a high degree of quality and accuracy in work
- Answer calls to our client's standards, by consistently delivering high quality call handling that meets established metrics and goals.
- Follow guidelines and policies agreed between Prometric and its clients or partners and continually remain updated.
- Participate in Candidate Services activities that positively impact business growth and revenue
- Communicate and participate in team meetings to share best practices, procedures, policies and clients.
- Ongoing 1:1s with your Supervisor.
- Constantly challenging the status quo, reviewing our processes and improving efficiencies.
QUALIFICATION REQUIREMENTS:
EDUCATION:
- High school diploma or equivalent
EXPERIENCE:
- 2 years of customer service experience (call center, retail, restaurant, etc.)
- Proven track record of meeting or exceeding call center metrics (i.e. average handle time, quality, adherence, etc.)
- Experience handling high call volumes in a face-paced environment.
- Understanding call scripts, compliance requirements, and performance metrics.
SKILLS:
- Ability to multitask in a fast-paced environment
- Basic to Intermediate computer software skills (Word, Excel, Outlook)
- Excellent verbal and written communication skills
- Ability to empathize
- Exhibit professionalism during all interactions with internal and external stakeholders
- Must complete full three weeks of training with no absences
PREFERRED QUALIFICATIONS:
- Minimum of 1-2 years of call center customer service experience (inbound or outbound)
- Proven ability to work remotely or in a hybrid call center environment while maintaining productivity.
- Experience handling escalations, complaints, or complex customer issues.
WORK SCHEDULE
- Two Shifts - Mon - Fri (8AM - 4:30PM est. OR 9:30AM - 6PM est.)
PHYSICAL/REMOTE JOB REQUIREMENTS:
- Ability to sit for extended periods of time
- Remote positions must maintain a designated workspace at home that is free of distractions, kept in a clean and professional condition, and ensures a safe working environment with proper lighting and ventilation.
- Remote work requires stable broadband internet service capable of supporting voice calls, video meetings, and multiple software applications simultaneously (recommended 50 Mbps+ download)