[Hiring] Customer Success Representative @Career Certified

Role Description

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.

• 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 exceed department metrics while adhering to quality standards and promoting first call resolution.

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.
• Detail-oriented, team player with strong interpersonal skills.
• Ability to think critically and problem solve.
• Ability to compute rate, ratio, and percentage.

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.
• 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.

Company Description