Penn Foster
A day in the life:
80% Handling customer service inquiries: 60% Phone Cases, 10% Chat Cases, 30% Email Cases
- Answer phone calls, e-mails, and chat with customers to solve basic customer needs
- Manage case queues and triage instructor cases in a timely manner to hit daily metrics.
- Follow up on open cases.
- Document customer interactions in SalesForce
- Handle difficult/stressful conversations.
10% Program knowledge
- Basic knowledge of all programs
- Knowledge of of materials included in every programs and when and how they will be delivered to the learner
- Knowledge of program certifications
10% Enrollment Process
- Help process enrollments for all b2c sales from the CareerStep team
- Pull reports in Salesforce of Learner information to input into our LMS Canvas
- Run reports in Salesforce and BigCommers to process extensions and online enrollments .
To be successful in this role you will need the following education, competencies, and skills.
Education
- Highschool Diploma
Competencies
- Ensures Accountability
- Holding self and others accountable to meet commitments
- Skills
- Follows through on commitments and makes sure others do the same.
- Acts with a clear sense of ownership.
- Takes personal responsibility for decisions, actions, and failures.
- Establishes clear responsibilities and processes for monitoring work and measuring results.
- Designs feedback loops into work.
Customer focus
- Building strong customer relationships and delivering customer-centric solutions.
- Identifies opportunities that benefit the customer.
- Builds and delivers solutions that meet customer expectations.
- Skills
- Gains insight into customer needs.
- Identifies opportunities that benefit the customer.
- Builds and delivers solutions that meet customer expectations.
- Establishes and maintains effective customer relationships.
Drives results
- Consistently achieving results, even under tough circumstances
- Persists in accomplishing objectives despite obstacles and setbacks.
- Pushes self and helps others achieve results.
- Skills
- Has a strong bottom-line orientation.
- Persists in accomplishing objectives despite obstacles and setbacks.
- Has a track record of exceeding goals successfully.
- Pushes self and helps others achieve results.