This role is responsible for assisting and supporting customers/students throughout their efforts in achieving their professional learning goals. This position is a team-oriented, student-facing role that services internal and external customers. This key player will assist these colleagues with their daily duties.
This individual will perform various administrative tasks such as accurate data entering of student information, assisting students with licensing applications, processing electronic fingerprints, keeping the facility well maintained, among other duties. To excel in this role, a customer service representative should possess excellent organizational and time-management skills, attention to detail, and strong communication and interpersonal skills.
Handles all incoming service-related inquiries either in person or via phone and digital communication channels
Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
Troubleshoots general customer support technical questions
Documents all interactions in CRM system in accordance with established criteria and SLAs
Adheres to established departmental metrics by level
Performs administrative tasks associated with class processing
Completes accurate data entry of student information as well as accurately maintain student and class records
Assists students with licensing applications by processing electronic fingerprints
Handling deposits and cash transactions
Assists in keeping the overall facility neat, clean, and well maintained; keep all brochure holders and supplies well stocked
Provide friendly service, support, and encouragement to students
Assist the Campus Director and Inside Sales Representatives by confirming class schedules with instructors and assisting with inventory counting
Completes other duties and special projects as assigned
1+ year of experience in a customer service and/or administrative position required
High school diploma or GED is required with some college preferred
Ability to work a variety of office hours including occasional evenings, and some weekends
Good command of the English language; Bilingual (English/Spanish) preferred
Must be comfortable with change and able to shift focus quickly
Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
Must be reliable and punctual
Typing/data entry speed of at least 20 wpm
Proficiency with Microsoft Office products
Excellent customer service skills, including a pleasant demeanor and tactfulness
Ability to multi-task in a fast-paced environment
Must have the ability to lift boxes up to 40 pounds on a semi-regular basis