Customer Service Agent

Posted May 4

A day in the life:

80% Handling customer service inquiries: 60% Phone Cases, 10% Chat Cases, 30% Email Cases

Answer phone calls, e-mails, and chat with customers to solve basic customer needs
Manage case queues and triage instructor cases in a timely manner to hit daily metrics.
Follow up on open cases.
Document customer interactions in SalesForce
Handle difficult/stressful conversations.

10% Program knowledge

Basic knowledge of all programs
Knowledge of of materials included in every programs and when and how they will be delivered to the learner
Knowledge of program certifications

10% Enrollment Process

Help process enrollments for all b2c sales from the CareerStep team
Pull reports in Salesforce of Learner information to input into our LMS Canvas
Run reports in Salesforce and BigCommers to process extensions and online enrollments .

To be successful in this role you will need the following education, competencies, and skills.

Education

Highschool Diploma

Competencies

Ensures Accountability

Holding self and others accountable to meet commitments
Skills
Follows through on commitments and makes sure others do the same.
Acts with a clear sense of ownership.
Takes personal responsibility for decisions, actions, and failures.
Establishes clear responsibilities and processes for monitoring work and measuring results.
Designs feedback loops into work.

Customer focus

Building strong customer relationships and delivering customer-centric solutions.
Identifies opportunities that benefit the customer.
Builds and delivers solutions that meet customer expectations.
Skills
Gains insight into customer needs.
Identifies opportunities that benefit the customer.
Builds and delivers solutions that meet customer expectations.
Establishes and maintains effective customer relationships.

Drives results