WorldatWork

Customer Support

• Maintains a positive, empathetic, and professional attitude toward customers at all times.
• Responds promptly to a high volume of ongoing and regular customer inbound emails, phone calls.
• Acknowledges and resolves customer complaints.
• Knows WorldatWork products inside and out.
• Answers customer questions on topics pertaining to basic certification, education, webinars, membership, events, online resources, publications, and website/LMS support.
• Processes orders, forms, applications, and other requests supporting our B2C customers.
• Walks customers through basic troubleshooting or setup.
• Refers potential business development leads to the appropriate CPS contact.
• Keeps accurate records of customer interactions, transactions, comments, and complaints, as well as updates customer data in the CRM (Salesforce) and continuously gathers and documents customer feedback.
• Provides support with the shipping and distribution of customer support materials, as needed.
• Communicates and coordinates with colleagues as necessary.
• Provides feedback on the efficiency of the customer service process.
• Other duties as assigned. Experience with international support

Customer Experience Specialist