Associate, Customer Care (Spanish & English)

Surgent McCoy CPE LLC•Radnor Township, PA

9h•Remote

About The Position

KnowFully Learning Group is seeking an Associate, Customer Care. The company provides comprehensive and engaging continuing education for professionals in Finance/Accounting and Healthcare, supporting those preparing for certification exams. Employees are innovative and passionate about learning, fostering a great work environment where hard work is valued. This role serves as a liaison, offering product/services guidance and resolving customer issues with accuracy and efficiency. The primary goals are to drive sales and maintain high customer satisfaction through excellent service standards. Fluency in both English and Spanish is required to effectively perform job duties, including supporting programs with Spanish-speaking stakeholders. This is an hourly position.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal, relationship building, and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong Computer / Data Entry Skills
Ability to multitask in a fast-paced environment.
Ability to use proper phone and email etiquette.
Ability to work well independently and as a team.
Ability to adapt to the changing needs of the company and department.
Ability to portray a cooperative, professional, and positive attitude towards customers, managers, and other co-workers.
Ability to function well in a high-paced and at times stressful environment.
Fluency in both English and Spanish is required to effectively perform job duties, including support of programs with Spanish-speaking stakeholders.
College degree or equivalent work experience preferred.

Nice To Haves

Microsoft Office Proficiency Preferred.
Familiarity with CRM and Zendesk systems and practices; Microsoft Dynamics experience preferred.

Responsibilities

Effectively manage large amounts of incoming customer inquiries via phone, email, live chat, etc.
Identify and assess customer needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution
Keep records of customer interactions using all systems as needed
Follow communication procedures, guidelines, and policies
Take the extra mile to engage customers