Ed Tech companies you'll love to work for


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