CeriFi

Customer Support

• Nature and Scope We are seeking an exceptional Contract Customer Service Representative to join our team. The Contract Customer Service Representative must be a self-starter with excellent attention to detail, phone and computer skills, plus a positive can-do attitude.
• Handle phone calls, cases, and student questions regarding login information, password resets, course access, LMS navigation, shipment tracking, technical issues, receipts, etc.
• Identify and assess customers’ needs to achieve target levels of customer survey satisfaction (CSAT)
• Communicate with customers and colleagues via multiple channels such as phone, email, chat, etc.
• Utilize Service Cloud case management system in Salesforce for customer support
• Process orders from enrollment to completion
• Entitling/adding/deleting users, linking a user to a firm, etc. within the LMS
• Maintain an orderly workflow according to priorities
• Set the tone for a customer-focused and thoughtful work environment
• Must be a team player and promote positive culture
• Other duties assigned by manager

Customer Service Representative

Content Creator

• Create, edit, maintain, deliver, and update Dalton Education’s intellectual property for the CFP® certification examination, education programs, review programs, and related programs
• Develop, execute, and maintain content updates and schedules aligned with CFP Board requirements
• Create annual and quarterly planning calendars for curriculum revisions, content development, and course development
• Coordinate with staff and stakeholders to prioritize content development and update needs
• Manage content and course lifecycles regarding new regulatory or CFP Board requirements
• Plan, schedule, and execute course and content releases to minimize disruption to ongoing programs
• Manage, design, develop, and update slides, quizzes, exams, cases, booklets, assessments, media assets, delivery tools, and delivery systems
• Create and/or coordinate the development of new education content and assemble content into course offerings
• Manage and update materials in the Learning Management System (CMS/LMS) and build/design content into the CMS/LMS as assigned
• Correspond and coordinate with faculty to resolve student and faculty inquiries related to the LMS or related technology
• Consult with Subject Matter Experts to ensure accuracy of the content and collaborate cross-functionally for CMS/LMS optimization
• Promptly respond and resolve student and/or faculty inquiries, coordinate and obtain feedback, and support student success programs and initiatives
• Monitor student engagement metrics and intervene when necessary
• Maintain and continuously update knowledge contemporaneous with industry and law changes and attend relevant CFP Board meetings or conferences

Customer Service Representative

Senior Content Developer, SME