Customer Support Specialist

April 12

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StraighterLine

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StraighterLine is a student success and college readiness company. To work with us, visit: partners.straighterline.com

Online College Courses • College Credit • Higher Education • For-Profit Education • Paying for College

51 - 200

💰 Private Equity Round on 2020-05

Description

• Provide expert customer service and with creativity and professionalism • Ensure students are successful in meeting their academic goals • Ensure students have a 'one of a kind' top-notch positive experience • Respond to student inquiries via live chat, email, phone, help desk tickets, and SMS with clear, concise information and a warm, approachable tone • Effectively use critical thinking to identify available solutions for students at each phase of their journey • Identify process improvements to increase team efficiency and/or student outcomes • Utilize CRM systems, G Suite, and communication channels effortlessly such as Slack and Zoom, Google Meet, etc. • Must be able to sit for extended periods of time (scheduled shifts w/breaks and lunch) answering calls assisting students

Requirements

• 4+ years of experience in customer facing role (online customer support, contact center expertise, ed-tech higher education experience a plus) • Bachelor’s degree required • Strong interpersonal sales and customer service skills with the ability to collaborate • Adept at problem-solving, active listening, patience, follow through and empathy • Able to multitask effectively through organization and prioritization skills • Driven to research appropriate solutions in a fast-paced environment when faced with challenging or unprecedented inquiries • Comfortable with ambiguity, flexible to change, and great adaptability

Benefits

• Remote, full-time position • Access to stable, fast internet connection required • Ideal candidate will live in VA, MD, PA, DC • Available to work weekdays, weekends, and select holidays • Reports to the Team Lead