Customer Support Specialist

Job Title Customer Support Specialist

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

Customer Support Specialists are the frontline voice of our students and clients.  They provide a variety of services and support, including answering inbound calls, email, and chat-based communications, placing orders, and explaining and promoting our courses, products, and services. Customer Support Specialists build relationships with our students and clients by providing the highest level of service.  They are trained on core product lines, systems, and websites with the flexibility to adapt to changes in products and services offered and expand their workload to support additional product lines.    

Key Job Responsibilities 

• Serve as a resource for students and clients regarding core product lines, services, and compliance regulations.  
• Understand product attributes and how they support student learning.
• Advise potential students of available learning options, provide guidance with purchasing decisions, and up-sell products or services using a conversational approach.  
• Demonstrate skill with core product customer information systems, and websites, and accurately enter and edit customer information and product orders in applicable order entry system.  
• Promptly answer inbound telephone calls, emails, and chats and respond to customer inquiries and service requests in a professional and courteous manner.
• Exhibit strong listening skills and ability to stay focused on the student experience.
• Provide service excellence through accurate order placement, timely follow-up of service requests, and maintaining a positive attitude and friendly demeanor.
• Troubleshoot and resolve student concerns or complaints promptly to ensure satisfaction. Document and escalate issues and complaints as outlined in the escalation policy.
• Send thank you cards to build relationships.
• Gather leads and document student feedback.

Minimum Qualifications:

• High School Diploma or GED
• 1+ year of service experience, preferably customer support in a call center environment or customer relations role.         
• Internal IT and business systems.      
• MS Office and Gmail.    
• Excellent communication skills, written and verbal, to transmit information accurately and understandably.
• Strong focus on service excellence initiatives and positive student outcomes.
• Team player with adaptability to changes in workload, systems, and processes.
• Ability to learn core product lines.
• The ability to multi-task, prioritize, and remain detail-oriented.
• Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations.

You must also satisfactorily pass the required training for your position in order to maintain continued employment.

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We offer a competitive benefits package including:

Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Competitive health benefits and new hire eligibility start on day 1 of employment
Generous Paid Time Off includes paid holidays, vacation, personal, and sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

And so much more!

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For full-time positions, Kaplan has two Salary Grades, this position is a position is a Salary Grade A: $31,200 to $78,600. Actual compensation for this role is determined by several factors including but not limited to job level, candidate’s skills, experience, and education, among other factors determined by the business.

LocationRemote/Nationwide, USA

Additional Locations 

Employee TypeEmployee

Job Functional Area Contact/Call Center Ops

Business Unit00079 Kaplan Professional

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.