Two Chicks With A Side Hustle

Employer: ExecOnline

The Part-Time Participant Engagement Associate is a part-time position that provides high quality service to worldwide participants in our leadership development programs. This person champions customer happiness, satisfaction, and success through patience, understanding and both content and technical know-how.

Your primary responsibility will be to proactively email or call our participants to ensure continued support and service for successful course completion; however, more broadly you will serve as a point of contact for our participants and address their questions and needs related to all aspects of their learning experience on our online learning platform.

The Associate must possess a professional demeanor and effective communication skills, along with a strong desire to assist inquiries and uphold the professional image of ExecOnline.

Hours for this role are standard US business hours, Monday Friday 9 AM 5 PM and will vary over the year based on the ExecOnline program schedule. There will be a need to work late nights and early mornings at times throughout the year. Candidates must be located and authorized to work in the US.

What we want you to do:

  • Enthusiastically support clients with their course completion needs by email, phone, and web-based tools
  • Contribute to the development of a system to scale and sustain participant retention efforts
  • Deliver expeditious and efficient support to senior program participants, providing quality resolution to different types of client issues
  • Produce regular reporting and promptly escalate more complex problems to appropriate internal team members
  • Document any technical or general participant experience matters in designated area
  • Continuously endeavor to improve the quality of our support and service, both internally and externally
  • Continuously endeavor to improve the quality of our support and service, both internally and externally

In this role you will need:

  • Bachelor’s degree from an accredited school
  • 2+ years of related, client-facing work experience
  • Proficiency with Salesforce along with Microsoft and Google Doc suites
  • Be well versed and comfortable with email and phone etiquette
  • Experience with customer service technologies (e.g. Salesforce/ServiceCloud, RingCentral etc…)
  • Experience with top-tier executive clients in e-learning, online higher education, or software is a plus
  • Reliable access to strong broadband internet connectivity
  • Clear and effective written and verbal communication skills with a global base of executive-level participants
  • Willingness to work 15-30 hours per week