Customer Service Representative
CeriFi
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Tech Stack
About the role
- 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.
Requirements
- Bachelor’s degree preferred.
- Proficient computer skills in MS Office with Salesforce experience a plus.
- Excellent telephone skills.
- Ability to manage multiple projects and tasks.
- Positive customer satisfaction attitude.
- Ability to work independently and within a team.
- Strong analytical, problem-solving, attention to detail, and critical thinking skills.
- Excellent interpersonal, written/verbal communication, organizational, and time-management skills.
- Ability to adapt to the needs of the business.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportcase managementorder processingLMS navigationtechnical issue resolutiondata entrySOP managementproject managementanalytical skillsproblem-solving
Soft Skills
communicationteam playercustomer satisfactionorganizational skillstime managementattention to detailcritical thinkinginterpersonal skillsadaptabilitypositive attitude
Certifications
Bachelor's degree