Customer Service Representative

A Customer Service Representative responsible for ensuring exceptional customer experiences across communication channels, including desk tickets, live chat, and email support.

Location: Remote

Responsibilities

• 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.
• 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.
• 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.
• 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.

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.