Customer Support

• Partner and collaborate effectively with all functional areas of the business and departments that integrate with the sales administration team.
• Provide our Sales Team with the highest level of administrative support.
• Deliver consistent, high quality customer service to our clients by responding to customer queries quickly and maintaining a positive attitude and a friendly demeanor.
• Responsible for ensuring quality and consistency with departmental processes from start to finish.
• Assist Director of Sales Administration with projects, as needed.
• Leverages deep knowledge of the organization and BDS’s business processes to drive resolution of complex issues.
• Proactively alert management when established KPI minimums are not being met.
• Does not directly troubleshoot or solve technical cases, but rather project manages resolution of Sales related issues by collaborating internally with the necessary key stakeholders.
• Updates the customer directly where appropriate and feeds updates and resolutions to assign customer-facing resources to convey.
• Communicates directly and regularly with senior management internally and in the customer’s organization.
• Leverages strong influencing skills to resolve issues.
• Owns internal reporting / updates on the status of resolution to management and other stakeholders until issues are resolved.
• Resolution may include redirecting the case to other functional teams with specific instructions on the next steps to take.
• Identifies trends in incident cases or data.
• Using data to drive recommendations for changes to service, training, or business process.
• Embrace a collaborative team approach by fostering a highly communicative work environment focused on processes improvement and customer service.

Customer Care Specialist

Coordinator, Customer Services Training

Field Customer Care Specialist

Field Customer Care Specialist

Customer Care Specialist

Educational Support Specialist, Science