Customer Support Representative

Crisis Prevention Institute•Milwaukee, WI

11d•$22 - $22•Hybrid

About The Position

CPI’s Customer Care department helps to drive top- and bottom-line growth by delivering the very best pre- and post-certification support and effortless customer experiences. The Support Representative occupies a critical role within the Customer Support team as it delivers fast and accurate service to CPI’s customers and Certified Instructors (CIs) via multiple channels. The Representative’s (and team’s) emphasis is on delivering “effortless” customer experiences and the highest levels of first contact resolution (FCR). The Representative provides complete responses to telephone and email inquiries and requests and works to quickly and effectively resolve their issues. The Representative demonstrates competence leveraging CPI’s Customer Relationship Management (CRM) system, the Great Plains accounting system, and Customer Support’s Knowledge Management System (KMS). The Representative also demonstrates a thorough knowledge of CPI’s programs, events, policies, procedures, and PCI compliance standards. Last, the Representative generates leads that fuel the Instructor Certification Program (ICP) growth and high levels of CI renewals, improving retention and revenue.

Requirements

Highschool Diploma or GED
Two or more years of work experience in the customer service industry
English Language proficiency
Compassionate individual
Customer focused
Strong analytical and problem-solving skills, with attention to detail
Excellent verbal and written communication and effective listening skills
Ability to learn and utilize technical learning
Ability to prioritize time management skills efficiently
Ability to work in a collaborative environment

Nice To Haves

Bachelors Degree
Experience within a contact center environment
Spanish or French language proficiency

Responsibilities

Provide complete and accurate responses to customer requests arriving via telephone and email.
Deliver quick and effective resolution to most issues.
Process event registrations and product orders, including those that involve credit card payments.
Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
As appropriate, generate leads and offer to register CIs in NCI Renewal events.
Take the initiative to offer suggestions that improve customer experience, organizational growth, and operational efficiency.
Consistently maintain a pattern of regular and predictable attendance, ensuring presence during all scheduled work hours and contributing to the overall efficiency and productivity of the team.
Perform other position‑related duties as assigned.