Customer Support Specialist

Kaplan; Saint Petersburg (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Specialist, where your communication skills and problem-solving abilities will enhance customer experiences. In this dynamic role, you'll engage with customers through various channels, addressing their needs and collaborating with internal teams to optimize service delivery. With a commitment to innovation and a supportive work environment, this position offers the flexibility of remote work and a chance to make a positive impact in the education sector. If you're passionate about customer service and eager to contribute to a diverse and inclusive workplace, this opportunity is perfect for you.

Benefits

Remote work flexibility

Tuition assistance

Health and wellness benefits

401K Savings Plan with company match

Employee discounts on various brands

Qualifications

• 1+ years of experience in Customer Service or related field.
• Outstanding communication and problem-solving skills.

Responsibilities

• Provide exceptional service via voice, chat, email, and social media.
• Document customer interactions and collaborate with internal teams.
• Identify customer needs and suggest improvements.

Skills

Customer Service

Communication Skills

Problem-Solving

CRM Software

Education

High School Diploma or equivalent

Job description

Job Title

Customer Support Specialist

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here, and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

We are looking for an enthusiastic and dedicated Customer Support Specialist (CSS) with excellent written and verbal communication skills to enhance the Kaplan customer journey. You will track all points of customer engagement, address customer queries, and collaborate with Product Owners, Technical Specialists, and other internal stakeholders to resolve complex customer issues while identifying ways to improve the customer experience.

To ensure success as a Customer Support Specialist, you should exhibit in-depth knowledge of customer engagement channels, processes, and products. A top-notch CSS will have expertise resulting in excellent customer relationship management and a positive Kaplan brand image. The ideal candidate is engaging, solution-oriented, curious, and a problem-solver, viewing their role through the lens of the customer.

Customer Support Specialists provide potential and existing customers with exceptional service. They identify customer needs, respond to queries, and collaborate with internal departments to optimize the customer experience and brand awareness.

Key Job Responsibilities

• Answer incoming contacts via voice, chat, email, and social media platforms, providing best-in-class and anticipatory service.
• Document contacts and statuses thoroughly in the CRM.
• Collaborate with internal stakeholders to communicate customer queries and resolve issues.
• Identify and communicate suggestions to improve customer experience to relevant stakeholders.
• Align customer experience strategies with marketing initiatives and inform customers about new product features and functionalities.
• Upsell products when appropriate, following lead-generation guidelines.
• Identify customer needs and proactively maintain positive experiences.
• Respond promptly and effectively to customer queries via phone, email, social media, or chat.
• Perform product tests, evaluate support services, and facilitate improvements. Act as a customer experience SME as needed.
• Document processes, log technical issues, and record customer compliments and complaints.

Minimum Qualifications

• At least 1 year of experience in Customer Service, Customer Experience, or Inside Sales.
• Outstanding communication skills.
• Ability to work independently in a remote environment.

You must also pass the required training for your position to maintain employment.

Benefits

• Remote work for flexible work/life balance.
• Tuition assistance and discounts through our Gift of Knowledge Program.
• Health and wellness benefits starting on day 1.
• 401K Savings Plan with company match.
• Employee discounts and perks on various brands.
• And much more!

The hourly rate for this position is $19.00.

Location

St. Petersburg, FL, USA

Additional Locations

Remote/Nationwide, USA

Employee Type

Employee

Job Functional Area

Contact/Call Center Ops

Business Unit

00092 Kaplan Health

Kaplan values diversity and is committed to an inclusive workplace. We are an equal opportunity employer, considering all qualified applicants regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe diversity fuels innovation and improves our service to students and communities.