Job Description

Position Title: Customer Service Specialist

Type: Temporary (through the end of the year, with strong potential for extension)

Location: Remote.

Position Summary:

We are seeking two highly capable and motivated Customer Service Specialists to help manage increased service volume and provide coverage during a planned leave.

This role is integral to our Customer Experience team, focused on resolving complex customer cases with empathy, precision, and professionalism.

Ideal candidates will be experienced, high-performing CSRs-preferably individuals who have worked with our organization previously as contractors.

Those with strong Salesforce skills, exceptional written and verbal communication, attention to detail, and a flexible, positive attitude are encouraged to apply.

Key Responsibilities:

• Handle a high volume of customer service cases from intake through resolution.
• Act as the primary contact for escalated and complex customer issues.
• Conduct in-depth analysis and research to provide timely, effective resolutions.
• Accurately document all activities and interactions within the Salesforce CRM.
• Collaborate with internal departments to ensure seamless case management.
• Monitor and follow up on case progress to ensure customer satisfaction.
• Identify patterns or trends and recommend improvements to service processes.
• Maintain thorough knowledge of our products, services, and operational policies.

Qualifications:

• Associate or Bachelor's degree preferred.
• Minimum 7+ years of customer service or case management experience.
• Proficiency with Salesforce or similar CRM platforms.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Exceptional attention to detail and ability to manage multiple tasks in a fast-paced environment.
• Demonstrated empathy , patience, and a proactive, customer-first mindset.

Preferred Qualifications:

• Prior experience working at this organization as a contractor.
• Experience in the education sector or working with education-focused organizations.
• Familiarity with case management or ticketing systems like Zendesk.
• Exposure to cybersecurity principles or practices.

Dheeraj Kumar. R

Kellton Inc.

E-mail: dheeraj.kumar1@kellton.com

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