Customer Service Representative/Proctor

Location: San Antonio, TX
Date Posted: 03-20-2017
Customer Service Representative/Proctor
Vision
To help clients achieve their most challenging goals by unifying innovation, integrity and exemplary service.
Purpose
The Customer Service Representative (CSR)/Proctor in conjunction with the rest of the Silotech Group/Academy team plays a key role in delivering an exceptional professional and friendly service to all Silotech Group/Academy customers, visitors and prospective clients.
Job Description:
The Customer Service Representative (CSR) in conjunction with the rest of the Silotech Group/Academy team plays a key role in delivering an exceptional professional and friendly service to all Silotech Group/Academy customers, visitors and prospective clients.
The CSR is the first impression and extension of our business.  The CSR is committed to the ability to concentrate on their work, in addition to managing the office and classroom needs.
This position assumes responsibility for providing an optimal testing experience for the PearsonVue community and for ensuring the integrity of the test data. The position requires the successful candidate to provide excellent, professional customer service and possess strong people skills. Have the ability to effectively communicate both verbally and in writing and follow written instructions. Must be able to work in a team atmosphere with frequent interruptions; uphold the confidentiality and integrity of all exams. The Exam Assistant must be able to adapt to challenging situations and maintain professionalism while working in an environment with various personality traits and/or characteristics. Reliability is essential; proctors must be on time and dependable.
Essential Functions:
  • Proctor a variety of test in various formats.
  • Maintain unobtrusive, discreet atmosphere within the Testing Center.
  • Maintain privacy and security of all testing materials, test logs, and other test documents.
  • Must be vigilant to oversee activity in exam setting; ensuring environment testing is free from dishonest activity; able to administer Testing Center rules.
  • Prepare documentation of rules and testing instructions to assist in candidate discipline process.
  • Maintain inventory of supplies, and order/sell exam vouchers on an ongoing basis. Upload testing results daily as required.
  • Develop testing schedules that fit the needs of our hours, facility and outside customers.
  • May assist with the design and distribution of flyers, handouts, and door signs regarding the Testing Center's hours and procedures, promotion voucher sales and class schedules.
Requirements:
Knowledge, Skills, and Abilities:
  1. Awareness of the PearsonVUE practices, standards, and guidelines (a certification exam and study materials will be provided and a passing score will be required before hiring)
  2. Knowledge of computer programs such as Microsoft Word, EXCEL, and PowerPoint.
  3. Excellent written and oral communication skills.
  4. Ability to prioritize and manage multiple tasks simultaneously, working independently and efficiently.
  5. Ability to work collaboratively with individuals and large groups.
  6. Ability to administer tests.
  7. Ability and willingness to work outside of normal business hours to include infrequent evenings and Saturdays.
Key Areas of Responsibility:

- First point of contact for new and existing customers and visitors therefore providing an exceptional impression and service
- Responsible for the day to day running of the office/classrooms and providing services including:
- Managing telephone; handling calls of various internal /external clients as well as various Silotech Group/Academy areas of business
- Managing meeting/classroom booking system
- Preparing classrooms for class start/class end
- Responsible for maintaining and troubleshooting basic IT and telecom technical issues, set up and queries (connect projector, restart/replace pc)
- Resetting Meeting Rooms/Class Rooms to accommodate bookings
- Administrative tasks- delivering mail, answering phones, sending packages, ordering office supplies,
- Procurement
- Demonstrate ownership of the office/classrooms to ensure Silotech Group/Academy is ‘show ready’ at all times-
- Ensure continual upkeep and standards of Silotech Group/Academy to include offices, meeting room, classrooms and communal areas
- Contributes to the overall revenue of the Silotech Group/Academy by identifying opportunities to promote Silotech classes and services
- Duties may vary depending on Silotech’s needs

Key Skills and Experience & Competencies
Key Skills

- Exceptional Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
- Effective and professional communication skills in both local language and English (written and oral)
- Solid organizational skills, including the ability to prioritize and multi-task in a demanding environment
- Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook and the ability to understand further programs to assist in the day to day Silotech operations
- Ability to operate basic office equipment

Competencies
- Ability to build and maintain strong working relationships
- Embraces Change
- Takes Ownership and uses initiative
- Good Communicator
- Team Player
- Resilient
Key Relationships
- New and existing customers (Silotech clients, Meeting Room Clients, Classroom Clients)
- Silotech team
- Silotech C-level, Directors and Instructors
  
Education and Experience:
  1. High School Diploma required (some college preferred).
  2. Three years of experience providing clerical or administrative support required.
  3. Six months experience in an academic setting preferred.
Additional Information:
Employment with Silotech Group is contingent upon the applicant undergoing a background investigation.
Silotech Group seeks to attract, develop and retain the highest quality employees. Silotech is committed to diversity and strongly encourages applications from women and minorities. EOE
Silotech Group uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
Full Time
 
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