As a Customer Service Representative, you will play a pivotal role in ensuring exceptional customer experiences across various communication channels. Your responsibilities will include addressing customer inquiries, resolving issues promptly, and collaborating with internal teams to enhance our service delivery. You will handle desk tickets, live chat sessions, and email support while also contributing to projects aimed at improving our customer experience.
Job Responsibilities
Desk Tickets:
- Maintain comprehensive documentation in the CRM system for consistency.
- Resolve Tier 0 and Tier 1 help desk tickets efficiently and close them promptly.
- Escalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers on resolution timelines.
- Manage and categorize SPAM tickets and emails.
- Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary.
- Handle Inquiry Contact Forms, providing initial assistance before transferring to the sales team.
- Manage customer cancellations and retention efforts, collaborating with relevant departments.
- Address course ratings below 4 stars, gather feedback for improvements and inform the content team.
- Process paid PayPal invoices and scholarship applications when required.
Chat Support:
- Provide timely assistance to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting.
- Guide customers on website navigation, subscriptions, and course recommendations.
- Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests.
- Encourage subscription upgrades and maintain high customer feedback ratings.
Email Support:
- Respond promptly and professionally to all customer emails.
- Escalate issues as needed, providing context for resolution.
- Manage email inboxes and document all correspondence in the CRM.
Additional Responsibilities:
- Assist with basic onboarding of new Training and Access clients when necessary.
- Monitor and follow up on annual subscription renewals.
- Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team.
- Contribute to special projects and attend weekly meetings.
- Proactively raise customer issues and propose solutions to management.
- Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement.
- Maintain accurate customer records across company applications.
- Draft and distribute mass emails to subscribers on relevant topics.
Requirements
- Previous experience in customer service roles preferred.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Ability to work efficiently in a fast-paced environment.
- Proficiency in CRM systems and basic technical troubleshooting.
- Flexibility to adapt to evolving responsibilities and priorities.
- Customer-centric mindset with a commitment to delivering exceptional service.
Minimum Technical and Work Environment Requirements:
- Internet Connection:
- Primary internet connection with a minimum speed of 15 Mbps.
- Backup internet connection with at least 10 Mbps.
- Backup connection must be capable of supporting work during a power outage.
- Primary Device:
- Desktop or laptop equipped with at least:
- Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
- A minimum of 8 GB RAM.
- Backup Device:
- Must meet or exceed the performance of an Intel Core i3 processor.
- Must be functional during power interruptions.
- A functioning webcam.
- A noise-canceling USB headset.
- A quiet, dedicated home office space.
- Peripherals and Workspace: A smartphone for communication and verification purposes.
Benefits
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.
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