Customer Success Representative

Job Description

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

RESPONSIBILITIES

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

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