Senior Customer Service Associate (Internal Applicants Only)

Position Summary:

Primary Responsibilities, Essential Functions   and Requirements:

• The Sr CSA needs to   add value in all areas of their position by being self-directed and taking   the initiative to assume leadership roles when no Technical Service Associate   (TSA) or PSC leadership is available. This includes addressing CSAs'   inquiries, approving second reviews, liaising with partners or upper   management, and notifying PSC leadership of any absences. 
• The priority order   for an Sr CSA is to handle calls, chats, and emails first, followed by   leadership and TSA-like responsibilities second.
• The Sr CSA must   collaborate closely with the TSA Knowledge Management leader to maintain and   update the PSC knowledge base, providing suggestions for enhancement along   the way. They will be among the first individuals to respond to alerts   received by the PSC.
• In scenarios where no   TSA is present for approval, or a TSA is present but requires immediate   approval, the Sr CSA will step in to ensure faster processing times. 
• The Sr CSA is   responsible for working and managing the various queues during their shift.

Communication & Professionalism

• The Sr CSA role serves various clients in both technical and non-technical scenarios. Ensuring excellent customer service and maintaining professional communication is vital for success in this position.
• Sr CSAs will take responsibility for completing assigned cases and tasks by documenting all troubleshooting steps taken for each support request, thus preventing repetition of efforts. They will collaborate with upper-level agents to determine suitable resolution measures and implement solutions effectively.
• It’s expected a Sr CSA will maintain professional and respectful communication in all interactions, including telephone, email, and chat correspondences.

Teamwork & Collaboration

• Teamwork and   collaboration with PSC employees and external departments are essential for   success within the PSC. The Sr CSA serves as a key point of contact for all   incoming activities, making it crucial to foster and maintain a collaborative   environment to ensure support requests are resolved effectively and   positively. It is imperative that PSC staff members create a reassuring and   positive atmosphere for all interactions. 
• Sr CSAs proactively   collaborate with PSC employees and leadership to better understand supported   environments and develop strong partnerships and will coordinate with TSA and   other departments to escalate support requests when a resolution cannot be   achieved at the SCSA level. 
• The Sr CSA should partner   with PSC Leadership to implement new initiatives and adhere to coaching   practices and should prioritize understanding, meeting, and exceeding   customer SLAs and customer satisfaction ratings.

Commitment to Learning

• The PSC is an   environment where systems and support models evolve rapidly. Support topics   can vary daily and may include PC and MAC troubleshooting (Hardware,   Software, Network Connectivity, etc.), assistance with navigating and   properly functioning within a Learning Management System (Online School   Environment), as well as other current and future topics that will be   consistently introduced.
• The Sr CSA should be   able to swiftly learn about these environments and manage daily issues that   may arise, and should utilize knowledge-sharing sessions, online knowledge   bases, standard operating procedures, and communication with other   departments.
• Sr CSAs should take   the time to investigate and review potential new tools the PSC can employ to   streamline processes.
• Sr CSAs need to be   committed to reviewing all training communications and coaching   opportunities, continuously reviewing and reflecting upon all content resources   such as Wiki, SharePoint, etc.

 Experience and Qualifications: 

• At least 2 years of customer service and technical background within a call center environment
• Strong communication skills and a proven track history of excellent customer service.
• Availability to work a flexible schedule that may include nights, weekends, holidays, and on-call rotation.
• Ability to work within tight time constraints and maintain call quality, provide excellent customer service, and provide detailed, accurate, and quality documentation.

Education, Certifications and Licensures: 

• Associate degree or equivalent experience preferred but not required.
• IT Certifications a plus.