EBAC

Customer Support

• Conduct research to provide the most appropriate and personalized support and solutions for each student and request;
• Make outbound and inbound contacts to resolve issues and to offer additional EBAC services, cross-sell/upsell opportunities, or a new course that suits the student's life stage and learning needs;
• Use the CRM and log all information from each interaction with the student in the system;
• Escalate or route inquiries to other departments when necessary;
• Meet established service level agreements (SLAs);
• Indirectly assist in creating processes and procedures, ensure adherence to them, and participate in quality monitoring;
• Stay informed about courses and the school;
• Achieve assigned targets;
• Actively participate in department initiatives and other established plans;
• Strive for excellence by achieving high scores in quality monitoring.

Junior Customer Success Analyst – Expansion