Customer Success Representative

Career Certified-posted 1 day ago

Full-time • Entry Level

Remote

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The Customer Success Representative (CSR) provides first point of contact to prospective and current students via phone and email. By establishing rapport with students and demonstrating knowledge of company products and state regulations, the CSR facilitates effective proactive student interactions.

Deliver an outstanding student experience by providing professional and courteous service in both written and verbal forms via phone and email
Field inquiries from prospective students, provide accurate information, and apply effective sales techniques to secure sales
Support existing students with account updates, technical support, course navigation, regulatory support and other needs
Resolve product or service questions through effective problem solving; including selecting and explaining the best solution or product; expediting correction or adjustment; and following up to ensure resolution
Maintain a working knowledge of core products and utilize resources to obtain information of assigned products and industry information, state regulations, and promotions as needed
Comply with all policies and procedures while acting in the best interests of the student
Meet or exceeding department metrics while adhering to quality standards and promoting first call resolution

Prior experience in a customer service and/or contact center atmosphere resolving inbound customer service or sales opportunities
Excellent customer relations skills- written, verbal and active listening
Minimum of 2 years of customer service experience in a similar or related position
High School Diploma / GED. Two-year degree preferred.
Understand computer systems and troubleshooting issues with minimal assistance
Efficiently navigate through multiple programs and use dual computer monitors

Experience working in a flexible, fast paced environment
Strong verbal and written communication skills along with active listening
Ability to quickly learn systems, processes, and procedures
Adaptability to adjust quickly and easily to change as processes and products evolve
Detailed-oriented, team player and strong interpersonal skills
Ability to think critically and problem solve
Ability to compute rate, ratio, and percentage
Experience with CRM (Customer Relationship Management) (Salesforce.com a plus)
Microsoft 365-based web platform and tools a plus

Paid Time Off (PTO) structured on a take what you need basis (as referenced in the employee handbook)
Paid company holidays (7 days off per year)
100% discount on Career Certified’s products and services
Tuition reimbursement, subject to approval
Voluntary participation in Career Certified’s medical, dental, and vision plans, as well as supplemental insurance options
Voluntary participation in Career Certified’s 401K plan

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