Customer Success Specialist

The Institutes•Malvern, PA

7d•Hybrid

About The Position

The Customer Success Specialist is a knowledgeable, customer-focused professional who serves as the primary point of contact for The Institutes' customers across inbound and outbound channels. This role requires a strong understanding of the organization's products, programs, policies, and procedures, with the ability to apply that knowledge accurately in every interaction. The specialist must also be proficient in systems such as SIMMS and FreshDesk, troubleshoot customer issues, support self-service resources, and identify recurring trends to improve the customer experience. The ideal candidate takes ownership of customer outcomes, collaborates effectively with teammates, and continually builds product and system expertise.

Requirements

High school diploma or equivalent
1-3 years experience in customer success, customer service, communications, sales, or account management
Demonstrated ability to learn and accurately articulate complex product and policy information.
Active team player, self-starter, and multitasker who can quickly adjust priorities in a dynamic environment

Nice To Haves

Associates' or bachelor's degree in a related field
Completion of an Institutes' designation program or equivalent professional certification
Insurance industry experience
Familiarity with FreshDesk or comparable ticketing platforms
Experience with CRM systems and customer database management

Responsibilities

Stay up to date on our products, programs, services, pricing, and policies
Answer customer questions about courses, study materials, exam registrations, fees, dates, grade history, continuing education certificates, and transcripts.
Keep up with changes to products and policies and procedures well enough to help guide others when needed
Recommend other Institutes products and services to customers when relevant
Use SIMMS and other Customer Success systems to keep customer and student records accurate
Enter customer, student, and order data into SIMMS correctly and catch/fix errors
Process orders in SIMMS, including large or complex orders, and escalate exceptions to management with documentation
Troubleshoot common customer issues with account access, orders, digital products, and exam registrations; escalate complex issues with documentation
Log and manage tickets in FreshDesk, including categorizing, prioritizing, and updating status; meet SLA targets for response and resolution times
Use FreshDesk reports and queues to manage your own workload and keep tickets from aging
Suggest improvements to systems, workflows, and processes based on what you see day to day
Comfortable working across multiple systems/platforms at the same time in a fast-paced environment
Point customers to knowledge base articles, help portal resources, or self-service tools when appropriate
Escalate issues to management when self-service content is missing or needs updates
Inform manager about recurring customer issues or friction points you have noticed
Document issues and how they were resolved to help build out the knowledge base
Be available and responsive on calls, emails, chats, and other assigned channels per your schedule
Support outbound outreach to existing customers about relevant products and services
Handle all customer contacts, including complex or escalated situations accurately and on time
Genuine commitment to putting the customer's best interest first
Work with your manager and teammates to solve problems and share best practices
Suggest ideas for improving processes and systems
Take on other tasks as needed from your manager or others in the chain of command
Manages competing priorities effectively without sacrificing quality