GP Strategies Corporation Training Helpdesk Customer Service Specialist (admin, customer service type background) in Troy, Michigan
Training Helpdesk Customer Service Specialist (admin, customer service type background)
Location: _US - MI - Troy
Job Type: Regular Full-Time
Relocation Available: No
Job Code ID: 12462
GP Strategies Corporation (NYSE: GPX) is a global performance improvement solutions provider of training, eLearning solutions, management consulting and engineering services. GP Strategies’ solutions improve the effectiveness of organizations by delivering innovative and superior training, consulting and business improvement services, customized to meet the specific needs of its clients. Clients include Fortune 500 companies, manufacturing, process and energy industries, and other commercial and government customers. Additional information may be found at www.gpstrategies.com.
GP has an immediate need for a Training Helpdesk Customer Service Specialist. This is a full-time, benefitted position working in our Troy, MI office.
Provide high quality customer support by utilizing excellent customer service skills and technical expertise while processing, researching, analyzing, resolving and responding to basic-to-complex questions and requests via telephone and e-mail, within specified service level metrics.
Process tuition program documents including applications, invoices, and grades within identified service level agreement (SLA) metrics
Enter data into specified systems with goal of 100% accuracy
Escalate processing issues to appropriate escalation point and monitor and track case to closure
Provide exceptional customer service via phone and email to customer inquiries related to tuition programs and learning management systems
Conduct regular quality assurance tasks and achieve superior accuracy measures
Identify, research, and resolve user questions and problems
Interview users to collect information and lead user through diagnostic procedures to determine source of issue
Log detailed description of customer requests into trouble ticket system and manage case to closure
Escalate unresolved issues to appropriate escalation point and monitor and track case to closure
Support data entry, update, and maintenance in a variety of HR systems.
Prior experience in a related field (i.e. administrative, help desk, customer service, call center, etc.)
Internet savvy/technical aptitude
MS Excel Skills
We are seeking candidates with the following competencies:
Excellent communication skills with the ability to communicate effectively via telephone and e-mail with customers and peers
Analytical and detailed oriented
Ability to work independently and in a team setting
Ability to defuse agitated situations
Ability and desire to excel in a fast paced environment
GP Strategies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.