Rate of Pay $16.00 Per Hour Excellent Hours 8-5 PM Monday Friday In Office at Palm Bay Florida Location:[Onsite - Palm Bay, Florida] Position Summary: The Customer Service Escalation Representative - Tier 2is responsible for managing and resolving complex escalations related to Advanced Placement (AP) exams and services. This position requires the ability to meet or exceed key performance indicators (KPIs) in a fast-paced environment, while demonstrating empathy and providing high-quality customer support. The representative must be able to multi-task efficiently, pay close attention to detail, and navigate multiple systems and tools to resolve customer inquiries. Proficiency in Email, Phone and MS Teams is essential for communicating, managing cases, and collaborating across teams. Key Responsibilities: Handle and Resolve Escalated AP Inquiries: Manage inbound escalations from students, parents, educators, and schools regarding AP exam registration, score reporting, accommodations, and other AP-related issues. Resolve complex and other urgent matters that Tier 1 cannot support. Provide clear and accurate solutions in a timely manner, ensuring customer satisfaction and efficient case resolution. Empathy and Customer Support: Demonstrate empathy, professionalism, and patience when engaging with customers, especially when handling frustrated or stressed individuals. Handle all interactions with care, making sure customers feel understood and supported throughout their journey. Fast-Paced and Multi-Tasking: Work efficiently in a fast-paced environment, managing multiple escalated cases simultaneously without sacrificing quality. Prioritize urgent matters, ensuring timely responses and resolution for each case while adhering to service level agreements (SLAs). Meet or Exceed KPIs: Consistently meet or exceed performance metrics such as case resolution time, customer satisfaction, and response time. Regularly assess personal performance and adjust strategies to ensure goals are met, enhancing both individual and team success. Attention to Detail: Ensure a high level of accuracy when documenting customer interactions and resolving issues. Review case details and customer information carefully to avoid errors and provide the most effective solutions. Navigate Multiple Systems and Tools: Efficiently navigate a variety of systems and platforms (e.g., CRM systems, case management software) to track and resolve issues. Use MS Teams and other communication platforms to collaborate with colleagues and ensure smooth case management. Reliability and Accountability: Show dependability in completing assigned tasks and cases on time, meeting deadlines and fulfilling customer needs. Take ownership of customer cases, ensuring all issues are fully resolved before closing. Excel and Data Management: Use Microsoft Excel to provide and review information related to customer interactions, case statuses, by logging information and locating resource resolution.

An Equal Opportunity Employer