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Customer Service Representative

OnCourse Learning

OnCourse Learning

Customer Service
north miami, fl, usa
Posted on Sunday, June 9, 2024
Position Overview
This role is responsible for assisting and supporting customers/students throughout their efforts in achieving their professional learning goals. This position is a team-oriented, student-facing role that services internal and external customers. Members of this team are expected to adhere to policies and processes. Successful members of this team function as a role model for our values and foster a culture of care consistent with our mission, vision, and purpose.

What You'll Do

  • Handles all incoming service-related inquiries via phone and digital communication channels (i.e. email, live chat, google reviews, etc)
  • Follows up with students promptly and as necessary
  • Adheres to established departmental metrics by level
  • Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
  • Troubleshoots general customer support technical questions
  • Documents all interactions in CRM system in accordance with established criteria and SLAs
  • Collaborates with other departments and functional areas to deliver an optimal student experience
  • Acquires and maintains basic understanding of Gold Coast School products and systems necessary for effective job performance
  • Open to other’s viewpoints and experiences
  • Demonstrates empathy, patience and understanding with customers as well as teammates
  • Assists with projects, initiatives and other duties as assigned

What You'll Need to Succeed

  • H.S. diploma required, some or completed college preferred, and/or equivalent work experience
  • 1+ years of customer service or related experience preferred
  • Bilingual communication skills (English and Spanish speaking, reading and writing) required.
  • Ability to work a variety of office hours including occasional evenings, and some weekends
  • High level of interpersonal, professional communication and problem-solving skills
  • Ability to work independently as well as function as part of a high-performing team
  • PC skills in Microsoft Office, Internet applications and database software
  • Strong verbal communication and writing skills
  • Must be comfortable with change and able to shift focus quickly
  • Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
  • Must be reliable and punctual
  • Must be able to consistently lift 40+ pounds