Position Overview
As a Customer Service Representative, you will be at the forefront of delivering exceptional customer experiences through various communication channels. You will manage desk tickets, live chat sessions, and email support, while collaborating with internal teams to continuously improve our service delivery. This role is critical in addressing customer inquiries, resolving issues promptly, and contributing to projects aimed at enhancing our overall customer experience.
Job Position: Customer Service Representative
Location: Remote (Work From Home)
Key Responsibilities
- Documentation: Maintain comprehensive records in the CRM system to ensure consistency.
- Resolution: Efficiently resolve Tier 0 and Tier 1 help desk tickets and close them promptly.
- Escalation: Escalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers regarding resolution timelines.
- Spam Management: Manage and categorize SPAM tickets and emails.
- Payment Reconciliation: Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary.
- Inquiry Forms: Handle Inquiry Contact Forms, providing initial assistance before transferring to the sales team.
- Customer Retention: Manage customer cancellations and retention efforts, collaborating with relevant departments.
- Feedback Management: Address course ratings below 4 stars, gather feedback for improvements, and inform the content team.
- Invoice Processing: Process paid PayPal invoices and scholarship applications when required.
- Customer Assistance: Provide timely help to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting.
- Guidance: Assist customers with website navigation, subscriptions, and course recommendations.
- Sales Transfer: Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests.
- Upgrades: Encourage subscription upgrades and maintain high customer feedback ratings.
- Email Management: Respond promptly and professionally to all customer emails.
- Issue Escalation: Escalate issues as needed, providing context for resolution.
- Documentation: Manage email inboxes and document all correspondence in the CRM.
- Onboarding: Assist with basic onboarding of new Training and Access clients when necessary.
- Subscription Renewals: Monitor and follow up on annual subscription renewals.
- Sales Opportunities: Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team.
- Project Contributions: Contribute to special projects and attend weekly meetings.
- Issue Resolution: Proactively raise customer issues and propose solutions to management.
- Procedure Development: Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement.
- Record Maintenance: Maintain accurate customer records across company applications.
- Mass Emails: Draft and distribute mass emails to subscribers on relevant topics.
Requirements
- Experience: Previous experience in customer service roles preferred.
- Communication: Excellent written and verbal communication skills.
- Problem-Solving: Strong problem-solving abilities and attention to detail.
- Efficiency: Ability to work efficiently in a fast-paced environment.
- Technical Skills: Proficiency in CRM systems and basic technical troubleshooting.
- Adaptability: Flexibility to adapt to evolving responsibilities and priorities.
- Customer Focus: Customer-centric mindset with a commitment to delivering exceptional service.
System Requirements
- Internet: At least 15mbps for the main internet and at least 10mbps for backup.
- Computer: A desktop or laptop with an i5 processor and at least 8 GB RAM, and an i3 processor for backup.
- Power Backup: Back-ups should function during power interruptions.
- Equipment: A webcam and a noise-canceling USB headset.
- Environment: Quiet, dedicated home office.
- Device: Smartphone.
Benefits
- Dynamic Team: Experience our fun, inclusive, innovative culture that values your contributions and supports your professional growth.
- Opportunities: Seize daily chances to learn, innovate, and excel, making a real impact in your field.
- Career Growth: Unlock limitless career growth opportunities and resources.
- Engaging Work: Thrive in a high-energy, engaging atmosphere, embracing challenges and reaping stimulating rewards.
- Flexibility: Work from home or any location of your choice, creating your ideal work environment.
- Work-Life Balance: Enjoy a healthy work-life integration, eliminating stressful commutes and dedicating quality time to loved ones.