Customer Service Coordinator

Company Summary:
(ISC)² is a global nonprofit organization that produces and delivers education and certification programs for information and application security professionals, currently serving over 123,000 members worldwide.

Duties and Responsibilities

The Customer Service Coordinator works in a customer service environment, interacting with members and candidates, via telephone, email, live chat and social sites, to deliver information in answer to general inquiries and requests concerning, yet not limited to: education seminar registration, examination registration, endorsement, earning/submitting continuing professional education credits, continuing education seminar registration, annual maintenance fees payment / invoicing, membership requirements, general complaints and assisting members with renewing their certification. Their main aim is to project the professional organization image through telephone, email, live chat and social sites interaction, offering suitable, proper solutions.

Provide accurate, professional and timely assistance to candidates during the examination and education registration process

Assist candidates with password resets

Assist candidates with contact or profile change requests

Assist candidates with “how-to” issues concerning Website use

Assist candidates with certification process related issues / inquires

Explain products and make recommendations based on customer driven information

Register candidates for seminars and accept payment

Diagnose payment errors and provide solutions to close sale

Create and/or resolve CRM Cases for each contact handled

Multitask through multiple web applications: CRM, Live Person Agent Desktop and IntelliVUE

Recognize, document, and inform the supervisor regarding trends in customer calls, emails, chats and posts

Escalate complex inquires / requests to subject matter experts

Assist CPE Auditor with non-complex audits and mass continuing professional education credits entries

Miscellaneous duties, as assigned.

Qualifications

High School diploma or GED required

Minimum two (2) years customer service experience preferably in a call center environment

Skills/Competencies

Effective organization skills and the ability to multi-task

Excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), Internet and web applications/navigation; CRM / Database applications experience a plus

Excellent written and verbal communication skills

Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality

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

Service oriented

Physical & Mental

Regular daily attendance at the (ISC)2 office

Work overtime, when necessary

Work in an office environment using dual monitor computer screens

Sitting for extended periods

Interested? If so, keep reading and apply.

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APPLICATION FOR EMPLOYMENT

PLEASE ANSWER ALL QUESTIONS. Resumes are not accepted in lieu of completion of this application. Note: This document was designed to use with several types of positions. Some questions may not be completely applicable to the job/position you are seeking; however, we ask that you fully complete all areas of information.

The Company’s Statement: The Company complies with the Americans with Disabilities Act of 1990. During the interview process, you may be asked questions regarding your ability to perform job-related responsibilities. Our employees are talented, dedicated and results oriented. At (ISC)², ideas are encouraged and an entrepreneurial team spirit is essential in finding new and better ways to satisfy our customers’ needs.

(ISC)² is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things or status as a qualified individual with a disability. As a government contractor subject to Executive Order 11246, we are required to take affirmative action with hiring qualified applicants to hold positions, and provide statistical information regarding our hiring practices to various government agencies. Applicants, therefore, are asked to provide data related to gender, race and ethnicity by completing and submitting the Voluntary Applicant Data Record form prior to completing the employment application. Disclosure of this information is voluntary and will be kept confidential as is required by law.

A drug test and background check are required prior to beginning employment. E-Verify is used upon hire to confirm eligibility for employment in the U.S.

(ISC)² offers an excellent benefits package for full-time employees, including medical, dental, and vision programs, as well as life insurance. We also offer a safe harbor 401K retirement plan, paid time Off (PTO) and holidays.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact our Human Resources department at 727-493-3569.

Applicants who are accepted for employment with the Company should understand that while every effort is made to provide continuous work, there are no employment contracts and the permanency of any position is not guaranteed.

FAIR CREDIT REPORTING ACT NOTIFICATION: You are notified that in connection with your application for employment (including contract for services) and/or active employment with the Company, a consumer report and/or investigative report

which may contain public record information may be requested and/or made on you. This report may include consumer credit, criminal records, driving records, education history, prior employer verification and other information for the purpose of considering you for employment, promotion, reassignment or retention with the Company. These reports may include information regarding your career experience along with reasons for termination of past employment, information regarding your character, reputation, personal characteristics and/or mode of living and will be obtained from public or private record sources or through personal interviews. Information may also be requested from various Federal, State, local or other agencies.

Before a consumer and/or investigative report is requested, you will be asked to complete a Disclosure and Consent Form. You will be provided the name and address of the consumer-reporting agency to which the request for information is being made. You will have the right to a complete disclosure of the nature and scope of the investigation and a written summary of your rights under the Fair Credit Reporting Act.

EEO/AA/F/M/Vet/Disabled