Customer Support Representative

Crisis Prevention Institute, Inc; Milwaukee (WI); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

Hybrid schedule

401k

PTO

Continuous training

Health benefits

Volunteer time off

Job summary

Crisis Prevention Institute, Inc. is seeking a Customer Care Specialist to deliver fast, accurate responses via phone and email, process registrations and orders, and nurture leads for CI renewals.

The role emphasizes effortless customer experiences, high first-contact resolution, and collaboration within a hybrid work environment. Candidates should have 2+ years in customer service and strong communication skills.

Qualifications

• High school diploma or GED required.
• Two+ years of work experience in the customer service industry.
• English language proficiency.
• Compassionate individual with a customer focus.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication and listening skills.
• Ability to learn and utilize technical learning tools.
• Ability to prioritize time management efficiently.
• Ability to work in a collaborative environment.

Responsibilities

• Provide complete and accurate responses to customer requests via telephone and email.
• Deliver quick and effective resolution to most issues.
• Process event registrations and product orders, including credit card payments.
• Place outbound calls to satisfy customer requests and to collect needed information.
• Generate leads and offer to register CIs in renewal events.
• Suggest ideas to improve customer experience and organizational growth.
• Maintain regular and predictable attendance to support team productivity.
• Perform other position-related duties as assigned.

Skills

High attention to detail

Analytical thinking

Problem solving

Excellent communication

Active listening

Collaborative work

Time management

Customer focused

English proficiency

Education

Highschool Diploma or GED

Bachelor's Degree

Tools

CRM

Great Plains

KMS

Job description

Our Story:

Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we've helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security,corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for theCare, Welfare, Safety, and Securityof everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It's a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work - You'll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization - Entry-level roles through executive leadership.
• Feel fulfilled and have fun - We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

CPI's Customer Care department helps to drive top- and bottom-line growth by delivering the very best pre- and post-certification support and effortless customer experiences.

The Support Representative occupies a critical role within the Customer Support team as it delivers fast and accurate service to CPI's customers and Certified Instructors (CIs) via multiple channels. The Representative's (and team's) emphasis is on delivering "effortless" customer experiences and the highest levels of first contact resolution (FCR). The Representative provides complete responses to telephone and email inquiries and requests and works to quickly and effectively resolve their issues. The Representative demonstrates competence leveraging CPI's Customer Relationship Management (CRM) system, the Great Plains accounting system, and Customer Support's Knowledge Management System (KMS). The Representative also demonstrates a thorough knowledge of CPI's programs, events, policies, procedures, and PCI compliance standards. Last, the Representative generates leads that fuel the Instructor Certification Program (ICP) growth and high levels of CI renewals, improving retention and revenue.

What You Get To Do Everyday:

• Provide complete and accurate responses to customer requests arriving via telephone and email.
• Deliver quick and effective resolution to most issues.
• Process event registrations and product orders, including those that involve credit card payments.
• Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
• As appropriate, generate leads and offer to register CIs in NCI Renewal events.
• Take the initiative to offer suggestions that improve customer experience, organizational growth, and operational efficiency.
• Consistently maintain a pattern of regular and predictable attendance, ensuring presence during all scheduled work hours and contributing to the overall efficiency and productivity of the team.
• Perform other positionrelated duties as assigned.

Qualifications:

• Highschool Diploma or GED
• Two or more years of work experience in the customer service industry
• English Language proficiency
• Compassionate individual
• Customer focused
• Strong analytical and problem-solving skills, with attention to detail
• Excellent verbal and written communication and effective listening skills
• Ability to learn andutilizetechnical learning
• Ability to prioritize time management skills efficiently
• Ability to work in a collaborative environment

Preferred Qualifications

• Bachelors Degree
• Experience within a contact center environment
• Spanish or French language proficiency

What We Offer:

• 1st shift; Monday-Friday (9:30a.m.- 6:00p.m.)
• Competitive pay
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexualorientation, gender, gender identity, or expression (including against any individual that is transitioning, hastransitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical ormental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, orany other basis prohibited by applicable federal, state, or local law. The Company will consider foremployment qualified applicants with criminal histories in a manner consistent with local and federalrequirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement,promotion, transfer, training, compensation, benefits, employee activities, and general treatment duringemployment.