Customer Support Specialist

Kaplan, Inc.; United States; Remote; USD 31,000 - 79,000; Full time

Job summary

A leading educational company is seeking a Customer Support Specialist to enhance customer experience through exceptional service. This remote position involves problem-solving and communication skills, aiding clients through various communication channels. Join Kaplan to make a positive impact while enjoying a competitive salary and comprehensive benefits.

Benefits

Flexible work/life balance

Comprehensive retirement package

Tuition assistance

Competitive health benefits

Generous Paid Time Off

Qualifications

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

Responsibilities

• Answer incoming contacts via voice, chat, email, and social media platforms.
• Document contacts and statuses in the CRM.
• Identify and effectively communicate customer needs and issues.

Skills

Communication

Customer Relationship Management

Problem-Solving

Job description

Customer Support Specialist page is loaded

Customer Support Specialist

Apply locations Remote/Nationwide, USA time type Full time posted on Posted Yesterday job requisition id JR247080

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 be tracking all points of customer engagement, addressing customer queries, and connecting 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 Customer Support Specialist will be someone whose expertise results in excellent customer relationship management and a positive Kaplan brand image. A successful CSS is engaging, solution-oriented, curious, and a problem-solver, and they view 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 customer 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, and offer best-in-class service including anticipatory service.
• Thoroughly document contacts and statuses in the CRM.
• Collaborate with internal stakeholders to communicate customer queries and solve issues.
• Identify and effectively communicate suggestions to improve the customer experience to appropriate stakeholders.
• Align customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Upsell products when appropriate and follow the applicable lead-generation guidelines.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Respond to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Perform product tests, evaluate after-sales and support services, and facilitate improvements. Act as a customer experience SME as needed.
• Document processes and log technical issues, as well as customer compliments and complaints.

Minimum Qualifications:

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

You must also satisfactorily pass the required training for your position in order to maintain continued employment.

We offer a competitive benefits package including:

Remote work providing flexible work/life balance
Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Competitive health benefits and new hire eligibility starts day-1 of employment
Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities
And so much more!

#LI-NMB

#LI-Remote

For full-time positions, Kaplan has two Salary Grades, this position is Salary Grade A: $31,200 to $78,600. Actual compensation for this role is determined by several factors including but not limited to job level, candidate's skills, experience, and education, among other factors determined by the business.

Location

Remote/Nationwide, USA

Additional Locations

Employee Type

Employee

Job Functional Area

Contact/Call Center Ops

Business Unit

00079 Kaplan Professional

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here .

Diversity & Inclusion Statement :

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer andall qualified applicants will receive consideration for employment 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 that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities.Learn more about our culture here .

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.

About Us

Kaplan, Inc. is a global educational services company, with about 10,000 employees and operations in 26 countries. We serve 1.2 million students each year and partner with about 4,000 educational institutions and 13,000 corporations across the world. Kaplan is the largest subsidiary of Graham Holdings Company (NYSE: GHC).

Across its 85-year history, first as a pioneer of the test prep industry, then as an early online education leader, and now as a global education provider, Kaplan has been recognized for expanding educational access and improving student outcomes through innovative uses of technology, instructional design, and learning science. We’ve been recognized as a Top Workplace for Innovators and Brands That Matter (Fast Company); and as one of America’s Top 100 employers (Forbes).

Kaplan’s US-based businesses provide individuals, educational institutions, businesses and governments a broad array of services, supporting our students and partners to meet their diverse and evolving needs throughout their educational and professional journeys. Among the services provided are test preparation, coaching and advising, performance training, industry credentialing, and university support services, online enablement, analytics, and marketing. The test preparation and professional products are offered in the market under our brand names such as Kaplan, Kaplan Financial Education, Kaplan Schweser, PPI, College for Financial Planning, and Manhattan Prep. Headquartered in Fort Lauderdale, FL, employees who support Kaplan’s North America division work primarily remotely across the US and in our corporate campus in Bengaluru, India.

Questions? Please call us at 866-808-6695.