Senior Customer Service Representative

Local candidates highly preferred!

UWorld has a full-time opening on our growing Customer Care team. Based in Dallas, Texas, we are seeking a Customer Service Representative to serve as a primary point of contact for our end-users. Our users are students who are preparing for their high-stakes entrance & board examinations. They need specialists who can communicate confidently and react quickly to their technical, billing/account, and product usability concerns. Our Customer Service Representative interact daily with our end-users predominantly via email (80%) and phone (20%), with the goal of first contact resolution. The candidate must feel comfortable working in a team environment and collaborate effectively in a changing environment, with a continuous improvement mindset, helping pursue a higher level of service excellence

Requirements

QUALIFICATIONS

Minimum Education:

• Associate or Bachelor’s degree required

Minimum Experience:

• 5+ year of experience in a customer service, support or care role.
• Technical support (web application, mobile apps, cloud) background

Knowledge, Skills, and Abilities:

• Ability to listen and understand the end user's concern so that the best response is given

• Ability to communicate clearly and concisely (and with proper spelling/grammar)
• Must develop an in-depth understanding of UWorld’s products.
• Have the flexibility to work on some holidays and weekends, based on a rotating schedule

• Working knowledge of Microsoft Windows, Mac OS/OSX, iOS, and Android operating systems

JOB RESPONSIBILITIES:

Customer Issue Resolution:

• Aim to have first contact resolution
• Manage and resolve technical and product support requests from customers efficiently and accurately
• We are looking for customer care specialists who can communicate confidently and react quickly to our customer's technical, billing/account, product usability, and product navigation
  
  

Customer Service Excellence:

• Display professionalism and empathy during all interactions with end-users
• Be a problem solver and solution champion for end-users

Data Entry and Tracking:

• Log and document common user issues accurately within the ticketing system (Freshdesk)
• Collaborate in writing Knowledge base articles based on customer interactions

Consult and Collaborate:

• Maintain interdepartmental communication in order to communicate end-user feedback to stakeholders

Benefits

• Competitive compensation (contingent on experience)
• Paid time off (based on sliding scale according to hire date and work hours)
• Comprehensive benefits package (medical, vision, dental, life, disability)
• 401(k) plan for retirement with 5% employer matching (eligibility after 90 days of employment)
• On-site group fitness classes & relaxed work environment

At UWorld, we believe strength is derived from the talents, ideas, and experiences of a diverse workforce. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected class. UWorld is proud to be an equal opportunity employer providing a drug-free workplace. If you have a disability or special need that requires accommodation, please let us know.