Customer Service Representative

Summary

Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.

Requirements

• Previous experience in customer service roles preferred
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and attention to detail
• Ability to work efficiently in a fast-paced environment
• Proficiency in CRM systems and basic technical troubleshooting
• Flexibility to adapt to evolving responsibilities and priorities
• Customer-centric mindset with a commitment to delivering exceptional service

Responsibilities

• Maintain comprehensive documentation in the CRM system for consistency
• Resolve Tier 0 and Tier 1 help desk tickets efficiently and close them promptly
• Escalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers on resolution timelines
• Manage and categorize SPAM tickets and emails
• Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary
• Handle Inquiry Contact Forms, providing initial assistance before transferring to the sales team
• Manage customer cancellations and retention efforts, collaborating with relevant departments
• Address course ratings below 4 stars, gather feedback for improvements and inform the content team
• Process paid PayPal invoices and scholarship applications when required
• Provide timely assistance to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting
• Guide customers on website navigation, subscriptions, and course recommendations
• Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests
• Encourage subscription upgrades and maintain high customer feedback ratings
• Respond promptly and professionally to all customer emails
• Escalate issues as needed, providing context for resolution
• Manage email inboxes and document all correspondence in the CRM
• Assist with basic onboarding of new Training and Access clients when necessary
• Monitor and follow up on annual subscription renewals
• Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team
• Contribute to special projects and attend weekly meetings
• Proactively raise customer issues and propose solutions to management
• Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement
• Maintain accurate customer records across company applications
• Draft and distribute mass emails to subscribers on relevant topics

Benefits

• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best