Customer Service Representative, Cambium Learning Group

Job Overview:

The Customer Service Representative is responsible for providing support to Time4Learning.com product users via phone, email, Instant Message chat, and social media networks.  All Customer Service Representatives are trained to answer any type of question including but not limited to billing, technical support, homeschooling, product related questions, etc.

Location: Remote, USA

Job Responsibilities:

• Communicate with customers through various channels including phone, email, IM, and social media
• Respond promptly to all customer inquiries (billing, technical support, homeschooling and product related questions)
• Identify patterns and suggest remedies that will achieve customer satisfaction
• Keep records of customer interactions, comments and complaints
• Satisfy customer concerns: provide appropriate solutions or alternatives within the limits; follow up to ensure resolution
• Use techniques that will leave impeccable first impression  
• Maintain a positive, empathetic and professional tone and attitude toward customers and team members at all times
• Must be available to work occasional Saturdays

Job Requirements:

• Bachelor’s degree or equivalent experience highly preferred
• Minimum of 2 years customer service experience preferably in a call center environment with demonstrated ability to manage high volume with excellent service
• Bilingual Spanish speaker highly preferred
• Team player with strong communication skills
• Demonstrated excellence with verbal & written communication skills
• Self-motivated with excellent time management and multi-tasking skills in a fast-paced work environment
• Minimum of 1 year of Homeschool and Time4Learning experience (preferred)
• Sharp attention to detail
• Aptitude to learn quickly and effectively
• Maintains and supports a positive work environment
• Required internet speed of at least 7Mbps. A speed test will be requested upon review process to qualify

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