Customer Success Representative

Job Description

REQUIREMENTS

• Must be a U.S. citizen; open to applicants from all states
• Experience with school choice, ESA, or programs preferred, but not required
• Ability to quickly adapt to varying program guidelines across multiple states
• Strong interpersonal skills; ability to work autonomously and on a team
• Demonstrably effective soft skills, active listening skills, and ability to empathize with customer needs
• Excellent verbal and written communication and customer service skills
• College degree preferred; High School diploma or equivalent required
• Outstanding interpersonal, time-management, and documentation skills
• Professional work attitude and a willingness to learn and continuously improve
• Dedicated workspace with minimal background noise during calls and online meetings
• Successful completion of all necessary background checks
• Aptitude for problem-solving based on established processes and procedures
• Meticulous habits in logging interactions via established business processes and tools
• Ability to learn and become facile with program guidelines and software tools
• Experience working with Office365 applications
• Experience working with CRMs and Contact Center platforms preferred
• High speed internet connection with reliable Wi-Fi

RESPONSIBILITIES

• Handle moderate to high volume of inbound overflow calls from families nationwide
• Provide consistent, accurate, and efficient processing of orders and applications
• Guide customers through program guidelines and technical processes across multiple states and program types
• Log interactions accurately using CRM and CCaaS tools
• Actively communicate with team and families
• Flex to support varying call volumes as an overflow resource
• Perform other duties as assigned

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