Customer Success Representative

Title: Customer Success Representative

Location: United States

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