CeriFi

Customer Support

• 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.
• Support implementation of new products and services.
• Continuously utilize the SOP and update when needed to ensure this is always current and up to date.
• Identify improvements to current systems and procedures.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• 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 a positive culture.
• Other duties assigned.

Customer Service Representative

Sales Development Rep

• Proactively prospect into target accounts using phone, email, video, and social
• Start high-quality conversations with senior-level decision makers and individual buyers
• Learn how to uncover real business problems and learner needs
• Book qualified meetings for Account Executives and Regional Account Managers
• Track activity and results in CRM tools
• Receive daily coaching on messaging, objection handling, and sales fundamentals
• Compete, win, and continuously raise your game

Customer Service Representative

Sales Development Representative – SDR