Customer Support Specialist

Benefits

• 401(k)
• Continuing education credits
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Job Description – Customer Support Specialist

Division / Department: Customer Support

Reports to (position): Director of Customer Support

Location: Remote

Employment Type: Exempt

Work Conditions: Office Environment/Remote

Travel: <10%

Telecommute: Yes

Minimum Educational Req: High School

Years of Experience: 1+

Position Summary:

The Customer Support Specialist serves as first point-of-contact for B2B and B2C enrollees and prospective enrollees via all channels (phone, email, etc). They will assist Customer Support with updates to accounts, process changes and refunds, resolve reporting questions, and assist with course navigation. They will work with team members to execute on Customer Support initiatives. This role will require documentation, process development, and managing/responding to customers via social channels.

Essential Functions / Job Responsibilities:

• Respond to enrollee questions and/or requests and/or escalates concerns, as necessary
• Responds to B2B customer communication, onboarding and support
• Support individual and firm enrollee focus groups to gather feedback regarding enrollment/recruiting practices, and identifies key messaging and strategies that resonate with target audiences
• Execute processes, events, and other enrollment management experiences that align with Amber Book’s strategic objective
• Act as a consultant to answer and resolve product and account questions
• Responsible for tasks associated with account management and renewals
• Provide data and KPI’s to Customer Support on a regular cadence
• Support various projects as needed/necessary

Minimum Requirements:

• You are a competent collaborator with effective communication and relationship-building skills
• Knowledge and familiarity with standard concepts and practices of customer support
• You have a working knowledge of and desire to learn more about the ins and outs of the Architecture industry and eLearning industry
• You are detail-oriented and well-organized
• You have the ability to work independently as well as within a team setting
• You have a passion for accuracy and quality
• Must be able to work a flexible schedule that may include weekends and evenings

Skills Required:

• Strong written and verbal communication skills (public speaking a plus)
• Phone communication and active listening skills
• Effective task management and prioritization skills
• Strong technical and software skills
• The ability to efficiently navigate through multiple programs and use dual computer monitors
• Experience with CRM, LMS, and project management tools a plus
• Experience with Google-based web platform and tools

Supervisory Responsibility:

This position does not have supervisory responsibilities.

Reports To:

This position reports directly to the Director of Customer Support and Operations.

Physical Requirements:

The physical demands of this position are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Internal and external interaction:

This position interacts with peers both in and out of the department and their immediate manager on a regular basis. They may interact with customers and vendors directly in escalation or support situations in a large geographical area. They may interact with managers in other departments.

Employment benefits granted upon hire date:

• Paid Time Off (PTO) structured on a take what you need basis (as referenced in the employee handbook)
• Paid company holidays (9 days off per year)
• 100% discount on Career Certified’s products and services
• Tuition reimbursement, subject to approval

Additional employment benefits are granted following 30 days of hire date:

• Voluntary participation in Career Certified’s medical, dental, and vision plans, as well as supplemental insurance options
• Voluntary participation in Career Certified’s 401K plan

About Amber Book:

With the video series they've created, Amber Book has helped 17,000 emerging professionals study for the architecture licensure exams. Michael Ermann, the course creator, was the first person in the nation to pass all six ARE® 5.0 divisions, and the small portion of the course posted on YouTube has more than 7 million views and more than 35,000 subscribers. Michael is a full-tenured professor at Virginia Tech, where he's taught design studio, building systems, materials & methods of construction, and advanced architectural acoustics for 21 years. Professor Ermann has won 14 teaching, research and design awards and published the book Architectural Acoustics Illustrated (Wiley, 2015). He's pretty sure he knows more about these licensure exams than anyone in the world. He will be staying on with Amber Book as it joins with Career Certified.

About Career Certified:

Career Certified elevates modern education while accelerating success for students in licensed professions. From Pre-Licensing, Licensing, and Continuing Education to tools for the entire lifecycle of one’s profession, the company pairs an easy-to-use platform and flexible learning options with a deep understanding of students’ needs to guide them to career freedom. Visit CareerCertified.com to learn more.