Customer Service Agent

Customer Service Agent

Virtual

Req #6

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

• Consistently achieving results, even under tough circumstances
• Persists in accomplishing objectives despite obstacles and setbacks.
• Pushes self and helps others achieve results.
• Skills
  • Has a strong bottom-line orientation.
  • Persists in accomplishing objectives despite obstacles and setbacks.
  • Has a track record of exceeding goals successfully.
  • Pushes self and helps others achieve results.