Customer Experience Associate

ISC2

Customer Experience Associate providing support and actively promoting ISC2 products and services. Ensuring customer satisfaction through excellent communication and problem resolution.

Posted 4/28/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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 seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty.
Manage day to day contacts: Deliver 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.
Assist customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc.
Process payments for annual maintenance fees and diagnoses payment errors.
Register customers for seminars.
Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc.
Recognize, document, and inform the regional manager regarding trends in customer correspondence.
Escalate complex inquires / requests to subject matter experts.
Carry out effective outreach to customers as required.
Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
Perform miscellaneous duties as assigned.

Requirements

What you’ll need

Must have excellent written and verbal communication skills in English.
Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices.
Demonstrate passion for customer experience and has the ability to put the customer and candidate at the heart of all interactions.
Demonstrate effective organization skills and the ability to multitask.
Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
Ability 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.
Ability to interact in a cooperative and professional manner with others.
Demonstrate detail oriented and good follow-up skills.
Ability to problem solve in a timely manner.
Ability to handle confidential information with discretion.
High School diploma or GED required.
Minimum 3 years of customer service experience in a call center environment, preferred.
CRM/database applications experience (i.e. Salesforce), a plus.

Benefits

Comp & perks

Flexible working arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicecase managementpayment processingauditingmultitaskingproblem solvingdata entrycustomer registrationCPE credits managementKPI achievement

Soft Skills

written communicationverbal communicationorganizationteamworkindependenceattention to detailcustomer-centric approachdiscretionadaptabilityinclusivity

Certifications

High School diplomaGED