1-Year Assignment for a Tier 2 Customer Support Escalation Specialist

Council for Professional Recognition



Job Description

Bilingual Spanish-Tier 2 Escalation Specialist

Escalation specialist will research and collaborate with IT, and internal departments to provide escalated customer resolutions in a timely and courteous manner as early as possible, within (24-48 hours). Monitor and record customer complaint activity for all product lines and data collection purposes. proficiency and productivity. Analyze current process and bring recommendations to superior to improve customer service.

Principal Duties and Responsibilities:

Receives internal representative phone calls from call center, supervisor or manager when the customer requests a supervisor.

Respond to walk-ins, internal faxes, internet and composes appropriate written responses.

Work closely with internal departments to resolve customer complains in a timely manner, within 24-48 hours.

Minimum Job Requirements: (Education, Experience, Skills)

Bilingual Spanish required

High School Diploma or GED, Associates Degree preferred

Demonstrated customer service and troubleshoot skills

Good communication and interpersonal skills to work effectively with customers and internal client personnel to resolve day-to-day issues.

Excellent data entry skills

Positive work history

Experience or demonstrated knowledge working for non-profit organization (preferred)

Excellent PC skills preferred

Company Description

About the Council for Professional Recognition

The Council for Professional Recognition (the Council), headquartered in Washington, DC, was founded in 1985. The Council promotes improved performance and recognition of professionals in the early childhood education of children aged birth to 5 years and works to ensure that all professional early childhood educators and caregivers meet the developmental, emotional, and educational needs of our nation's youngest children.

The Council operates the Child Development Associate (CDA) National Credentialing Program and administers the CDA credential. The CDA Program is designed to provide performance-based training, assessment and credentialing of early child care staff, who work in all types of early care and education programs - Head Start, pre-k, infant-toddler, family child care, and home visitor programs. The Council sets policies and procedures for assessment and credentialing, publishes the Competency Standards and other materials used for CDA credentialing, administers the assessment, and awards the CDA credential.

The CDA is the most widely recognized credential in early childhood education (ECE) and is a key stepping stone on the path of career advancement in ECE. Over 300,000 educators have received their CDAs in preschool, infant/toddler, family child care and home visiting.

The Council is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other legally protected status.

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