Customer Experience Advisor

Overview:
(ISC)² ® is the world’s largest nonprofit membership association of certified cybersecurity professionals. We’re committed to helping our members learn, grow and thrive by providing world-class cybersecurity qualifications, professional development and engagement opportunities that inspire a safe and secure cyber world. With a membership more than 168,000 strong, we empower professionals who touch every aspect of information security.

Position Summary:
The primary objective of the Customer Experience Advisor (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions.

This is a key role within the organization as you are the face and voice of our customers and our Human Brand. You are the front line of support for our customers answering the their questions and enquires to ensure satisfaction with our products, and services, and (when applicable) actively promoting new services.

This is not a conventional call center role with the focus on customer experience as opposed to handling time. With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives.

**Responsibilities**:

- Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role.
- Actively promote products and services to our customers. Explaining products and making recommendations based on customer driven information
- Actively seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty
- Manages day to day contacts:

- Delivers accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.
- Resolve customer concerns through the case management system; create cases for each contact handled.
- Processes payments for annual maintenance fees and diagnoses payment errors.
- Registers customers for seminars.
- Recognize, document, and inform the regional manager regarding trends in customer correspondence.
- Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
- Miscellaneous duties as assigned.

Qualifications:

- High School diploma, GED or regional equivalent
- Minimum three (3) years of customer service experience preferably in a call center environment
- Must have excellent written and verbal communication skills in English

**Skills/Competencies**:

- Must be able to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
- Effective organization skills and the ability to multitask.
- Ability to work effectively in a group as well as independently with mínimal supervision while maintaining a high level of quality.
- Able to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers.
- Self-motivated.
- 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.

**Physical & Mental**:

- Work normal business hours, and occasional extended hours or overtime, when necessary.
- Remain in a stationary position, often standing or sitting, for prolonged periods
- Regular use of office equipment such as a computer/laptop and monitor computer screens.