KnowFully Learning Group is growing and are currently in search of a Customer Service Associate!
KnowFully Learning Group provides comprehensive and engaging continuing education for professionals at all experience levels and support those preparing for certification exams. We service two main industries – Finance/Accounting and Healthcare. Our employees are innovative and passionate about learning. We embrace each others differences. Through our learning initiatives and teambuilding, we have created a great place to work. If you love what you do and want to work in an environment where hard work is valued, please apply!
The Customer Service Associate is responsible for providing excellent customer service to our Psychothereapy.net customers. The Psychotherapy.net business provides professional continuing education resources to mental health practitioners and graduate schools with advanced programs in psychotherapy. This role will act as a liaison, provide product/services guidance, and resolve any emerging problems that our customers might face with accuracy and efficiency. The targets are to ensure excellent service standards so that we maintain high customer satisfaction and help drive sales in support of our sales team.
This role will initially be about 30 hours per week, with the opportunity to move into a full-time 40-hour-per-week role in the future.
Supervisory Responsibilities:
None.
Duties/Responsibilities:
Effectively manage large amounts of incoming customer inquiries via phone, email, and live chat
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution
Keep records of customer interactions using CRM
Follow communication procedures, guidelines, and policies
Create and maintain help center articles, canned response templates, and snippets to make customer service more efficient.
Take the extra mile to engage customers
Identify sales leads
Be responsive to the needs of both external stakeholders (customers) on terms defined by service level agreement, and internal stakeholders (sales team)
Assist sales team in filling out forms, contract filing, order processing, customer enablement, and other admirative requests as needed
Perform other related duties as assigned
Required Skills/Abilities:
Excellent verbal and written communication skills.
Excellent interpersonal, relationship building, and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong Computer / Data Entry Skills – Microsoft Office Proficiency Preferred.
Ability to multitask in a fast-paced environment.
Ability to use proper phone and email etiquette.
Ability to work well independently and as a team.
Ability to adapt to the changing needs of the company and department.
Ability to portray a cooperative, professional, and positive attitude towards customers, managers, and other co-workers.
Ability to function well in a high-paced and at times stressful environment.
Ability to multi-task in a flexible environment with minimum supervision
Proficient with Microsoft Office Suite or related software.
Education and Experience:
College degree or equivalent work experience preferred.
2+ years’ experience working in the customer service field required.
Strong computer/data entry skills required.
Familiarity with CRM systems and practices; Microsoft Dynamics experience preferred
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.