Customer Success Representative

Job Description - Customer Success Representative

Division / Department: Customer Success

Reports to (position): Customer Success Supervisor

Supervisory Responsibilities: None

Level / Grade: Individual Contributor

Employment Type: Full-Time, Non-Exempt, must be flexible with ability to work evenings and/ or weekends

Location: Candidate must be located in the US

Work Conditions: Remote

Travel: None

Telecommute: Yes

Minimum Educational Requirement: High School Diploma / GED. Two-year degree preferred.

Years of Experience: Minimum of 2 years of customer service experience in a similar or related position

Position Summary:

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.

Essential Functions / Job Responsibilities:

• 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

Minimum Requirements:

• 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

Qualifications:

• 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

Technical Skills Required:

• Understand computer systems and troubleshooting issues with minimal assistance

• Efficiently navigate through multiple programs and use dual computer monitors

• Experience with CRM (Customer Relationship Management) (Salesforce.com a plus)

• Microsoft 365-based web platform and tools a plus

Supervisory Responsibility:

This position does not supervise the work of others.

Internal and External Interaction: 
This position interacts with peers both in and out of department and their immediate manager on a regular basis. They may interact with customers and vendors directly in escalation or support situations in a large geographical area. They may interact with Managers in other departments.

Physical Requirements:

The physical demands of this position are representative of those that must be met by an employee to successfully perform essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions