Data Integrity & Customer Service Specialist

POSITION DESCRIPTION

JOB TITLE: Data Integrity & Customer Service Specialist

FLSA STATUS: Exempt, Full-time

LOCATION: Remote for residents in these states only: CA, DC, MD, NC, NJ, NY, and VA (DC Metro strongly preferred with one day in the office per week)

REPORTS TO: Regional Manager, Business Development, Data Integrity, & Technology

SUPERVISES (DIRECT): None

SALARY RANGE: $55,000-$60,000

POSITION SUMMARY:

Do you enjoy helping customers, keeping information organized, and supporting smooth day‑to‑day operations? If so, IELTS USA is looking for a full-time Data Integrity & Customer Service Specialist who will play an important role in maintaining accurate records, assisting users with basic technical needs, and ensuring our systems run reliably. This position is ideal for someone who’s detail‑oriented, service‑minded, and comfortable working with data and simple technology tools to support our team and stakeholders. In this role, you will support the Regional Manager of Business Development, Data Integrity, & Technology. You will take ownership of Salesforce reporting and develop data narratives that illuminate trends in U.S. Recognition and product adoption.

You will take the lead in managing our customer service console, ensuring inquiries are handled promptly, accurately, and with a supportive, customer-centric, solutions‑focused approach. A key part of your role will be monitoring inquiry patterns, identifying common issues, and helping the team understand emerging trends so we can continually improve stakeholder experience. Rather than deep analytical reporting, your focus will be on maintaining clean, reliable data, spotting service‑related issues, and supporting smooth daily operations across our systems.

The Data Integrity & Customer Service Specialist supports the Higher Education. The ideal candidate will have the opportunity to join a team of results-driven customer-service focused leaders and staff. The incumbent will be a self-starter who possesses a professional, collaborative, and upbeat approach to his/her work and will have a logical and structured approach to troubleshooting. Exceptional communication skills with the ability to lead with case management in collaboration with the Higher Education team, manage multiple projects, prioritize, and work under deadlines are all essential to success in the role. This position will also require a high-level of attention to detail and ensure the security and integrity of sensitive data is maintained.

If you’re ready to elevate our data capabilities and provide exceptional customer service, we’d love to have you on our team.

Position

The Data Integrity & Customer Service Specialist will be responsible for effective and efficient utilization of the IELTS CRM, Salesforce. This role will work closely with the Regional Manager, Business Development, Data Integrity, & Technology to ensure the high-quality execution of technology-supported business processes and data management with careful attention to deadlines and planning. The position requires a logical and structured approach to troubleshooting and decision-making with the ability to clearly communicate technology and operations processes to individuals across IELTS USA, Cambridge University Press & Assessment, & U.S. higher education stakeholders.

What Makes IELTS USA Special?

IELTS USA is a 501(C)3 not-for-profit organization that provides information and support to organizations that use IELTS to measure the English language proficiency of international applicants. We work with US stakeholders to increase the number of institutions, programs, and organizations that use the assessment throughout the United States. We manage a network of US-based test centers that administer the test as well as provide support to US-based test-takers. We are passionate about creating pathways to secondary, post-secondary, and professional education, employment, and immigration for the international community. IELTS USA fosters an organizational culture that embraces accountability, integrity, communication, innovation, self-motivation, and a global mindset. We understand that we succeed when we work together as a team, and we work diligently to support one another to achieve both individual and organizational goals.

Statement on Diversity and Inclusion

As part of a global organization, IELTS USA is committed to providing a culture of diversity, equity, and inclusion. We are dedicated to fostering an environment of belonging where every individual feels seen, heard, valued, and empowered to bring their authentic self to work. We believe that by embracing our unique backgrounds and perspectives, we create an organization where our employees and stakeholders can thrive and reach their full potential.

IELTS USA is an Equal Opportunity Employer

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Data Integrity, Management, and Reporting

• Ensures data governance policies and procedures are followed to maintain data accuracy, consistency, and compliance with industry standards within Salesforce for the Higher Education team.
• Assists Regional Manager, Business Development, Data Integrity, & Technology with weekly, monthly, and annual data management projects in the CRM database (Salesforce) by ensuring all Stakeholder information is current.
• Manages the approval processing and tracking of all IELTS Single Signup Forms ensuring all information is entered accurately in Salesforce.
• Provides the initial review and assignment of cases within the CRM database (Salesforce) to the appropriate Higher Education team member.
• Participates in assigned campaigns by conducting follow-up calls and emails, and by obtaining Recognition forms from institutions and organizations.
• Executes bulk account changes, corrections, imports, exports, and cleanup work in Salesforce.
• Partners with the Regional Manager, Business Development, Data Integrity, and Technology to create customized Business Development & Outreach reports and dashboards in Salesforce as needed.
• Partner with the Regional Manager, Business Development, Data Integrity, and Technology and Director, Business Development & Outreach to develop Service-Level Agreements (SLAs) for customer service expectations and Standard Operating Procedures (SOPs) to document all processes related to data integrity and score delivery.
• Partners with the Regional Manager, Business Development, Data Integrity, and Technology to researches Salesforce solutions to improve and enhance the Higher Education team’s support and outreach strategies.
• Maintains and improves customer service by monitoring Salesforce performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement.

Customer Service

Acts as the customer’s advocate, solving problems on their behalf while also driving the change necessary to improve the customer service experience using technology.

Other

Additional related duties as deemed appropriate.

QUALIFICATIONS, KNOWLEDGE & SKILLS REQUIRED

• An Associate degree with 2-3 years of experience with data entry and data management, ideally within a CRM system.
• Advanced proficiency of Microsoft Office suite, particularly Excel.
• Outstanding organizational skills with demonstrated attention to accuracy and detail while handling requests promptly.
• Excellent verbal and written communication skills, troubleshooting, proofreading, and interpersonal skills.
• Proven commitment to delivering an excellent customer service experience.
• Proven ability to work as a team player while able to independently prioritize and manage time.
• Comfort communicating via video conferencing platforms such as Zoom and Microsoft Teams.

An ideal candidate will have these skills:

• Demonstrated experience with Salesforce case management.
• Experience using Salesforce in a higher education setting and experience with Hobsons, Slate, PeopleSoft, or Liaison, preferred.
• Experience with virtual meeting and collaboration platforms such as Microsoft Teams.

KEY STAKEHOLDERS

• University admissions officers
• Secondary school admissions officers
• ESL or IEP faculty and administrators
• IELTS test center administrators
• IELTS USA partner representatives (the British Council, IDP: IELTS Australia, and Cambridge Assessment English)

ADA SPECIFICATIONS: (Physical demands that must be met in order to successfully complete the essential functions of the job)

• This position is primarily sedentary with infrequent domestic overnight travel. This role may require some bending and lifting.
• The physical requirements of this position include, but are not limited to:
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.
• The physical activity of this position includes but is not limited to:
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.

Healthcare

Dental

403(b)

Options for supplemental healthcare

English