Customer Success Representative

Job Description - Customer Success Representative
Division / Department: Customer Success
Reports to (position): Customer Success Supervisor
Supervisory Responsibilities: None
Level / Grade: Individual Contributor
Employment Type: Full-Time, Non-Exempt, must be flexible with ability to work evenings and/ or weekends
Location: Candidate must be located in the US
Work Conditions: Remote
Travel: None
Telecommute: Yes
Minimum Educational Requirement: High School Diploma / GED. Two-year degree preferred.
Years of Experience: Minimum of 2 years of customer service experience in a similar or related position
Position Summary:
The Customer Success Representative (CSR) provides first point of contact to prospective and current students via phone and email. By establishing rapport with students and demonstrating knowledge of company products and state regulations, the CSR facilitates effective proactive student interactions.
Essential Functions / Job 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

Minimum 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

Qualifications:

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

Technical Skills Required:

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

Supervisory Responsibility:
This position does not supervise the work of others.

Internal and External Interaction: This position interacts with peers both in and out of department and their immediate manager on a regular basis. They may interact with customers and vendors directly in escalation or support situations in a large geographical area. They may interact with Managers in other departments.

Physical Requirements:
The physical demands of this position are representative of those that must be met by an employee to successfully perform essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions