Team – Test Administration, Resolve - this team handles post-test admin issues, complaints, etc. and creates cases in Salesforce, follows remedial paths to resolution and communicates with all parties (student/parent - test center - internal stakeholders).
Profile: this is ideal for someone who has solid problem solving, customer service and analytical abilities; must have  salesforce experience, and strong preference for candidates with education experience and bonus if exposure to the testing environment. In this role, you will: Manage Outreach & Communication (70%) Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiriesManage cases for post-administration matters that meet service level agreements.Manage customer relationships to ensure all cases are resolved in a timely mannerIdentify opportunities to improve customer relationships through optimized systems, training, and feedback mechanismsComplete Special Projects (30%) Provide case management updates on customer inquiries and trends both within Client and externally with customersUse data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experienceManage other self-assigned projects that arise through digital transformation and organizational method changesAbout You  You have: Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team   Adept problem-solving skills, including using data to inform decisions and actions   Proven ability to build and manage customer relationships  Knowledge of Microsoft Office tools: PowerPoint, Word, & ExcelExperience leading and navigating complex customer issues and resolving those casesExperience providing high quality support while managing assigned cases within service level agreements and managing escalations as neededThe ability to collaborate and provide guidance to teammates on complex cases About Our CultureOur community matters, and we strive to practice and improve our culture daily. Here are some headlines:We are motivated to positively impact the educational and career trajectories of millions of students a yearWe welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network)We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goalsWe offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time