Customer Care Specialist (Flexible Hours)

Customer Care Specialist

Specialist, Customer Care College Board - Operations Location : Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). Role Type : This is a full-time position. This is a flexible full-time role, whereby average weekly hours worked will depend on seasonal workload trends throughout the year. On average, employees would average 30 hours per week. For example, a Specialist may expect the following seasonality : 4 months of the year at 40 hours per week; 4 months of the year at 20 hours per week; and 4 months of the year flexing between 20-40 hours per week.

About the Team The Operations Division at College Board is focused on leading the organization's transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The Customer Engagement department is a combination of teams that support our key constituents : students, parents, educators, and our state partners that represent approximately two million contacts per year. This integrated team serves as the organization's 'front line' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.

About the Opportunity The Customer Care team handles our most time-sensitive and escalated issues and is known for delivering high-quality customer service to students, parents, and educators participating in any College Board program. As a Customer Care Specialist, you will be responsible for managing all SAT, PSAT, AP, and CLEP escalated customer service matters through to full resolution, while identifying root causes and reporting findings to team leadership to support continuous improvement. This role requires a highly collaborative approach, with the ability to influence others and build strong relationships across internal and external stakeholders. The Customer Care Specialist reports directly to the Director of Customer Care Services. You will work closely with both internal and external partners to ensure compliance with policies and business procedures while identifying opportunities for continuous improvement. Success in this role will require strong organizational and prioritization skills, as well as the proven ability to manage multiple projects simultaneously-as a leader, an independent contributor, and a team member.

The Customer Care Specialist reports to the Director, Customer Care. In this role, you will :

• Provide Exceptional Customer Service (75%) Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries. Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and / or escalated customer service cases. Establish a strong relationship with each of the College Board departments listed above and external vendors, specifically the various customer service outsourced partners. Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College / University Admissions Personnel. Work within aggressive timelines and with extremely sensitive student cases. Handle high volume caseloads while ensuring that cases are researched and closed within established timelines. Learn multiple customer service and operational system applications required to manage escalated customer service cases. Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases. Conduct manual processes to implement exceptions workarounds. When necessary, provide manual support for data entry and exceptions. Provide support of other work across Operations Division as needed to support shared goals.
• Complete Special Projects and Continuous Improvement (25%) Provide operational readouts and status on customer inquiries and trends within College Board and / or externally with customers Assist with customer outreach for special projects Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience Perform other related duties and projects as assigned Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints / concerns

About You 3-5 years of experience leading and navigating complex customer issues and resolving those casesin a high-volume customer service operation (required) 3-5 years of experience providing high quality support while managing assigned cases within service level agreements A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience The ability to be flexible and quickly adapt to new methods, situations, and requirements The ability to navigate a rapidly evolving landscape Knowledge of Microsoft Office tools : Word, Excel, PowerPoint, and Salesforce The ability to travel to in-person events 4-6 times a year All roles at College Board require : A passion for expanding educational and career opportunities and mission-driven work Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively. Clear and concise communication skills, written and verbal A learner's mindset and a commitment to growth : welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. A drive for impact and excellence : solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. A collaborative and empathetic approach : working across differences, fostering trust, and contributing to a culture of shared success Authorization to work in the United States

About Our Process Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. While the hiring process may vary, it generally includes : resume and application submission, recruiter phone / video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

What We Offer At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We're a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market. A Thoughtful Approach to Compensation The hiring range for this role is $32,000-$58,000.Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. We aim to make our best offer upfront, rooted in fairness, transparency, and market data. We adjust salaries by location to ensure fairness, no matter where you live. You'll have open, transparent conversations about compensation, benefits, and what it's like to work at College Board throughout your hiring process.