Customer Service Representative- Onsite- West Orlando, FL

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

Assists students with licensing applications by processing electronic fingerprints (this duty requires successful completion of an enhanced background check)

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