Hybrid Customer Experience Specialist

The Institutes; United States; Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Hybrid schedule

Excellent benefits

Job summary

The Institutes in Malvern, PA is seeking a Customer Service Representative to be the primary contact for customers across inbound and outbound channels. You will apply product, program, policy knowledge, and help guide customers through courses, registrations, and exams.

Responsibilities include maintaining accurate records in SIMMS, processing orders, troubleshooting issues, and using FreshDesk for ticketing.

Qualifications

• High school diploma or equivalent.
• 1-3 years experience in customer success, customer service, communications, sales, or account management.
• Demonstrated ability to learn and accurately articulate complex product and policy information.
• Active team player, self-starter, and multitasker who can quickly adjust priorities in a dynamic environment.

Responsibilities

• Stay up to date on our products, programs, services, pricing, and policies.
• Answer customer questions about courses, study materials, exam registrations, fees, dates, grade history, continuing education certificates, and transcripts.
• Keep up with changes to products and policies and procedures well enough to help guide others when needed
• Recommend other Institutes products and services to customers when relevant
• Use SIMMS and other Customer Success systems to keep customer and student records accurate
• Enter customer, student, and order data into SIMMS correctly and catch/fix errors
• Process orders in SIMMS, including large or complex orders, and elevate exceptions to management with documentation
• Troubleshoot common customer issues with account access, orders, digital products, and exam registrations; elevate complex issues with documentation
• Log and manage tickets in FreshDesk, including categorizing, prioritizing, and updating status; meet SLA targets for respons and resolution times
• Use FreshDesk reports and queues to manage your own workload and keep tickets from aging
• Suggest improvements to systems, workflows, and processes based on what you see day to day
• Comfortable working across multiple systems/platforms at the same time in a fast-paced environment
• Point customers to knowledge base articles, help portal resources, or self-service tools when appropriate
• Escalate issues to management when self-service content is missing or needs updates
• Inform manager about recurring customer issues or friction points you have noticed
• Document issues and how they were resolved to help build out the knowledge base
• Be available and responsive on calls, emails, chats, and other assigned channels per your schedule
• Support outbound outreach to existing customers about relevant products and services
• Handle all customer contacts, including complex or escalated situations accurately and on time
• Genuine commitment to putting the customer's best interest first
• Work with your manager and teammates to solve problems and share best practices
• Suggest ideas for improving processes and systems
• Take on other tasks as needed from your manager or others in the chain of command
• Manages competing priorities effectively without sacrificing quality

Skills

Customer service

Team player

Multitasking

Communication

Education

High school diploma

Associate's or Bachelor's degree

Tools

FreshDesk

CRM systems

SIMMS

Job description

The Institutes in Malvern, PA is seeking a Customer Service Representative to be the primary contact for customers across inbound and outbound channels. You will apply product, program, policy knowledge, and help guide customers through courses, registrations, and exams.

Responsibilities include maintaining accurate records in SIMMS, processing orders, troubleshooting issues, and using FreshDesk for ticketing.