Mentor

Basic Functions and Responsibilities: **Non-Exempt**Perform a broad variety of activities for the AP, ESE, GRE, Praxis, Texas, and TOEFL testing programs in response to sensitive or escalated customer and client inquiries/complaints, test administration irregularities, and non-routine score reporting. Resolve 99.5% of cases without further escalation. Serve as a subject matter expert and analyze data and/or coordinate work activities to achieve program-required metrics. Accurately document case resolution. Monitor work volumes and response times and effectively prioritize workload to meet set turnaround times which will range from two hours to two weeks. Work collaboratively with ETS staff, vendor representatives and management as appropriate. Communicate with ETS staff, client representatives, customers and institutions via telephone, letter, e-mail or fax. During peak support first level CSRs in daily routine call handling. Handle escalated and/or unresolved calls (typically non-routine/complex inquiries) from less experienced representatives when assigned.Resolve at or above the current production rate goal for level 2 and level 3 escalated complex, urgent, and/or more sensitive inquiries and problems to ensure high quality service and customer satisfaction.Develop knowledge base necessary to support multiple testing programs.Utilize electronic and paper candidate test data, test administration reports and information from other departments to proactively resolve problems in advance of customer complaints.Conduct investigations and make recommendations to resolve complex problems requiring interactions with other areas including Resolutions, other staff in Client Services, Program Direction, CSC, the Office of Testing Integrity, Finance and clients.Utilize established databases to clearly and thoroughly document all customer interactions and file updates including score reporting, cancellations, make-ups, refunds and test fee vouchers. Communicate case status and/or history upon request.Create new or modify existing letters to provide and/or solicit information related to Candidate Relations cases.Act as primary contact for client inquiries regarding complex or sensitive inquiries.Input data daily in Time and Labor and other established databases or forms to record daily activities. Count, update and log in incoming casesAssist manager in review of program policies, area metrics, suggestions, practices and work processes with the goal of making recommendations for improvements in productivity, and services to customers and clients.Assist manager in the review of publications, forms screens, documents, letters and other communications with customers as well as disaster recovery documents. Provide feedback for redesign, reduction, elimination or other changes as appropriate.Assist manager in training of new and less experienced staff.In Manager's absence attend meetings, provide/obtain information, and reassign staff as assigned.Apply Info: Internal:Please send cover letter and resume to Renee Brown at Mail Stop 02-D or email to [Click here for email]. Please include the position number and title.External:ETS offers competitive salaries and excellent benefits including 2 retirement plans, and continuing education. Please send resume along with cover letter stating salary requirements, job number and title to Renee Brown, Educational Testing Service, Rosedale Road, MS 02-D, Princeton, NJ 08541 or to [Click here for email]EEO/AA EMPLOYER, M / F / D / VWe regret we are not able to respond to each resume received. Only those selected for an interview will be contacted.
REQUIREMENTS
Education: A Bachelor's degree or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.Experience: Three years of clerical experience or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.