Responsibilities
- Handles all incoming service-related inquiries either in person or via phone and digital communication channels
- Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
- Troubleshoots general customer support technical questions
- Documents all interactions in CRM system in accordance with established criteria and SLAs
- Adheres to established departmental metrics by level
- Performs administrative tasks associated with class processing
- Completes accurate data entry of student information as well as accurately maintain student and class records
- Assists students with licensing applications by processing electronic fingerprints
- Handling deposits and cash transactions
- Assists in keeping the overall facility neat, clean, and well maintained; keep all brochure holders and supplies well stocked
- Provide friendly service, support, and encouragement to students
- Assist the Campus Director and Inside Sales Representatives by confirming class schedules with instructors and assisting with inventory counting
- Completes other duties and special projects as assigned
Requirements
- 1+ year of experience in a customer service and/or administrative position required
- High school diploma or GED is required with some college preferred
- Ability to work a variety of office hours including occasional evenings, and some weekends
- Must be comfortable with change and able to shift focus quickly
- Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
- Must be reliable and punctual
- Typing/data entry speed of at least 20 wpm
- Proficiency with Microsoft Office products
- Excellent customer service skills, including a pleasant demeanor and tactfulness
- Ability to multi-task in a fast-paced environment
- Must have the ability to lift boxes up to 40 pounds on a semi-regular basis
Nice to Have
- Good command of the English language
- Bilingual (English/Spanish) preferred
Work Arrangement
On-site — Boca Raton, FL
Additional Information
- Must be able to work a variety of office hours including occasional evenings and some weekends
- Must be reliable and punctual
- Must have the ability to lift boxes up to 40 pounds on a semi-regular basis
- Good command of the English language; Bilingual (English/Spanish) preferred
