Customer Support Specialist, II (Bob Hogue Real Estate)
About The Position
For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work. The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them. Responsible for providing assistance and support for the Bob Hogue School of Real Estate support team and student base. Candidate will monitor all incoming phone activity, providing enrollment assistance to students and general information for all real estate study programs. In addition, candidate will mentor new hires and assist Management team by performing general staff evaluations for quality control. Provides administrative and clerical support for school business office and assists management team and Instructor staff with specific duties related to class delivery.
Requirements
- Some college required
- Interpersonal and customer service skills
- Analytical and problem-solving skills
- Multitasking and organizational skills
- Ability to answer a high volume of calls and/or emails daily
- Time-management skills
Responsibilities
- Answer all incoming phone calls and provide product information to new students.
- Advise students on the licensing process, answer questions and enroll students in study programs based on their specific needs.
- Monitor company voice mail system for calls received after hours and return unanswered calls.
- Processing material and classroom enrollment orders received via company website.
- Provide students with technical support which includes, but is not limited to: system log-in assistance, resetting passwords, navigating online courses, evaluating final exam reports and assisting with online purchases.
- Assess customer complaints and concerns and escalate to management team as needed.
- Greet and check-in live class students attending classes at the facility.
- Organize class materials for distribution, assist with Instructor prep and provide general assistance to participants.
- Understand existing real estate licensing process, including laws pertaining to earning and maintaining a real estate license, and have a thorough knowledge of all state regulations for the school.
- Process post-class course materials.
- Administer, score and submit test results for students.
- Receive and apply payments to student accounts and enter information into student database records.
- Analyze class session docs and coordinate make-up hours as needed for classroom or live online students.
- Perform end-of-day procedures related to daily operations. This will include completion of email and voicemail responses, review outstanding student database entries and general office closure procedures.
- Coordinate weekly printing, packaging, and delivery of materials for the branch office. This will include preparation of bulk marketing brochures and letters and class materials for enrolled students.
- Oversee and track inventory of all office supplies and course materials.
- Assist Operations Manager with training and support for new hires as needed.
- Assess and monitor staff skills and report any quality concerns to management team.
- Periodically reach out to/communicate with local Real Estate Association Boards to build business relationships for the sales team.
- Represent company at local real estate events and assist Marketing team to expand partnership opportunities.
Benefits
- Remote work provides a flexible work/life balance
- Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Comprehensive health benefits new hire eligibility starts on day 1 of employment
- Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
