Customer Success Representative Jobs

– 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 in the US

Work Conditions: Remote

Travel: None

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:

• Meet or exceeding department metrics while adhering to quality standards and promoting first call resolution
• Support existing students with account updates, technical support, course navigation, regulatory support and other needs
• Comply with all policies and procedures while acting in the best interests of the student
• Field inquiries from prospective students, provide accurate information, and apply effective sales techniques to secure sales
• 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
• Deliver an outstanding student experience by providing professional and courteous service in both written and verbal forms via phone and email
• 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

Minimum Requirements

• Excellent customer relations skills- written, verbal and active listening
• Prior experience in a customer service and/or contact center atmosphere resolving inbound customer service or sales opportunities
• Minimum two years of customer service experience in a similar service-related position
• High School Diploma / GED. Two-year degree preferred

Qualifications:

• Ability to compute rate, ratio, and percentages
• Adaptability to adjust quickly and easily to change as processes and products evolve
• Strong verbal and written communication skills along with active listening
• Ability to think critically and problem solve
• Ability to quickly learn systems, processes, and procedures
• Detailed-oriented, team player and strong interpersonal skills
• Experience working in a flexible, fast paced environment

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.

Employment benefits granted upon hire date:

• 100% discount on The CE Shop’s products and services
• Tuition reimbursement, subject to approval
• Paid company holidays (9 days off per year)

Employment benefits granted after 30 days of employment include:

• Twelve (12) days of accrued Paid Time Off (PTO) for the first year
• Voluntary participation in The CE Shop’s 401k plan
• Voluntary participation in Career Certified’s medical, dental, and vision plans, as well as supplemental insurance options

About The CE Shop

The CE Shop, part of the Career Certified family of brands, is the leading provider of professional real estate education with online mortgage, real estate, and home inspection courses available throughout the United States. The CE Shop produces quality education for professionals across the nation, whether they’re veterans in their industry or are looking to launch a new career. We believe that the right education can truly make a difference. Visit TheCEShop.com to learn more.

About Career Certified

Career Certified elevates modern education while accelerating success for students in licensed professions. From Pre-Licensing, Licensing, and Continuing Education to tools for the entire lifecycle of one’s profession, the company pairs an easy-to-use platform and flexible learning options with a deep understanding of students’ needs to guide them to career freedom. Visit CareerCertified.com to learn more.