Customer Support Specialist

Ascend Learning, LLC•Leawood, KS

1d•Hybrid

About The Position

ExamFX , a division of Ascend Learning, is the industry leader in online training for insurance licensing and securities exams. As a nationally-approved education provider, our course content is constantly being updated to align with the ever-changing information presented in state exams. This position is responsible for responding to customer's inquiries or complaints regarding the organization's products or services via phone, email or online chat. The role coordinates problem resolution with appropriate departments and informs customer of standard procedures or resolution of product problems on service issues. WHERE YOU’LL WORK This position will work hybrid out of our Leawood, KS office.

Requirements

High school education or equivalent required
One to three years of customer service experience
Basic computer skills, specifically Microsoft Excel and Outlook
Excellent verbal and written communication skills
Strong critical thinking and problem solving skills
Excellent listening skills
Ability to plan and organize work, set priorities, and direct own activities with limited supervision
Demonstrated ability to multi-task
Ability to adhere to a schedule
Openness to additional responsibilities
Ability to manage time and multi-task
Ability to manage multiple systems and websites simultaneously
Possess a strong positive attitude
Ability to adapt to a changing environment
Ability to handle high call volumes
Work weekend rotation

Nice To Haves

Associate’s degree is preferred
Previous call center experience is preferred

Responsibilities

Confer with customers via phone, email, and online chat about products, services, and account information and address and resolve customer service issues.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, or actions taken.
Support the sales team and clients with assistance in accessing resources.
Maintain a working knowledge of products, services, policies, and marketing trends within the business to serve as an internal information source for departments and provide recommendations suited to each customers’ needs.
Identify technical errors and user error trends by call and email tracking, peer discussion, and internal dialog and report those trends to management and appropriate departments.