About the job
Join our dynamic team as a Customer Service Representative, where you will be instrumental in delivering outstanding customer experiences through various communication platforms. Your primary duties will involve addressing customer inquiries, swiftly resolving issues, and collaborating with internal teams to elevate our service quality. You will be responsible for managing desk tickets, engaging in live chat support, and providing email assistance while also contributing to projects aimed at enhancing the overall customer experience.
Key Responsibilities
Desk Ticket Management:
- Ensure detailed documentation within the CRM system for consistency and accuracy.
- Efficiently resolve Tier 0 and Tier 1 help desk tickets, closing them in a timely manner.
- Escalate Tier 2 and 3 support tickets to the appropriate service partners, maintaining transparent communication with customers regarding resolution timelines.
- Classify and manage SPAM tickets and emails effectively.
- Reconcile B2C and B2B payment tickets (using Stripe, AuthNet, PayPal), escalating issues to management when necessary.
- Assist with Inquiry Contact Forms, providing initial responses before transferring to the sales team.
- Oversee customer cancellations and retention efforts, collaborating with relevant departments.
- Address course ratings below 4 stars, gather customer feedback for enhancements, and communicate insights to the content team.
- Process paid PayPal invoices and scholarship applications as needed.
Live Chat Support:
- Deliver prompt assistance to customers via live chat, providing product information, resolving complaints, and offering basic troubleshooting support.
- Guide customers on navigating the website, managing subscriptions, and recommending courses.
- Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests.
- Encourage customers to upgrade their subscriptions while maintaining high satisfaction ratings.
Email Support:
- Respond promptly and professionally to all customer emails.
- Escalate issues as required, providing the necessary context for resolution.
- Manage email inboxes and document all correspondence in the CRM system.
Additional Responsibilities:
- Assist with onboarding of new Training and Access clients as needed.
- Monitor and follow up on annual subscription renewals.
- Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team.
- Participate in special projects and weekly meetings.
- Proactively identify customer issues and propose solutions to management.
- Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement.
- Maintain accurate customer records across company applications.
- Draft and send mass emails to subscribers on relevant topics.
