Evaluation Support Associate

Job Overview:

• Job Title: Evaluation Support Associate
• Hiring Company: World Education Services
• Company Website: https://www.wes.org/
• Remote Locations: United States
• Job Type: Remote, Full-Time

Salary 53-55K

WES is seeking a qualified Evaluation Support Associate to help us provide unparalleled support to customers via email, ticket system, social media and chat. As a member of the customer service team, you’ll ensure that our applicants get top quality service and have their inquiries handled accurately and efficiently. You will solve some of the most complex issues for our customers.

This is a fully remote position. Candidates must be able to work from home and feel comfortable frequently engaging with colleagues by phone, video conference, email, chat, and other digital communication tools. This position will work with a team largely based in the Eastern Standard Time zone and must be able to set their work hours accordingly. Company will issue computer equipment for use.

EOE Statement:

World Education Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. In addition to federal law requirements, World Education Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and

conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Responsibilities:

• .Deliver customer service of the highest quality via email, ticket system, social media and chat
• Take ownership of the customer interaction to ensure we resolve problems quickly and methodically while maintaining complete focus on creating a positive customer experience
• Use our corporate software and website to investigate applicant questions and identify appropriate response and/or course of action
• Become an expert in the application and evaluation process to handle inquiries and/or route inquiries appropriately
• Maintain WES’ established service level agreements (SLAs) with regards to responding to inquiries
• Stay up to date on WES product, policy and system changes to ensure you’re always guiding customers with the correct information
• Liaise as directed with external contact center vendor customer service team
• Support our external customer service teams by troubleshooting and solving escalated issues
• Participate in customer service and organization-wide initiatives and be available for scheduled meetings
• Contribute to a positive, collaborative work environment

Job Requirements:

• Bachelor’s degree or equivalent work experience.
• Internal WES Candidates – At least 1 year of successful experience in an evaluation role (ex. Credential Analyst or Credential Examiner)
• 2-3 years’ experience in a customer-focused role. Previous experience with social media and / or live chat support preferred
• Strong knowledge of the application and evaluation process. Experience with the evaluation systems preferred (ex. AICES, M-Files, EBX/Orchestra)
• Computer, internet and database proficiency. Experience with customer service ticket systems preferred (ex. Freshdesk, Zendesk)
• Excellent communication and problem-solving skills.
• Promotes a customer first mindset

The ideal candidate will:

• Be a self-starter who takes ownership of (and pride in) your work
• Be skilled in communicating in writing with proper grammar, clarity, conciseness, sensitivity, and tact
• Be able to adapt your tone and communication style depending on the audience
• Have strong problem solving and critical thinking skills
• Have experience handling chat sessions
• Have experience monitoring and responding on social media platforms
• Understand and adhere to information and data integrity and security protocols.
• Have the ability to stay organized and follow WES’ SOPs (Standard operating procedures) for all assigned tasks. Have excellent time management skills and the ability to thrive in a deadline-driven environment.
• Embrace open feedback from manager and peers and is comfortable giving feedback as well
• The ability to work both independently and collaboratively in a virtual environment.
• Have 1+ years of successful experience working as part of a remote/virtual team.

How To Apply:

Click “Apply” to fill in the application form!