Contract Customer Service Representative

Nature and Scope

We are seeking an exceptional Contract Customer Service Representative to join our team. The Contract Customer Service

Representative must be a self-starter with excellent attention to detail, phone and computer skills, plus a positive

can-do attitude.  

Roles and Responsibilities

• Handle phone calls, cases, and student questions regarding login information, password resets, course
• access, LMS navigation, shipment tracking, technical issues, receipts, etc.
• Identify and assess customers’ needs to achieve target levels of customer survey satisfaction (CSAT)
• Communicate with customers and colleagues via multiple channels such as phone, email, chat, etc.
• Utilize Service Cloud case management system in Salesforce for customer support
• Process orders from enrollment to completion
• Entitling/adding/deleting users, linking a user to a firm, etc. within the LMS
• Maintain an orderly workflow according to priorities
• Set the tone for a customer-focused and thoughtful work environment
• Must be a team player and promote positive culture
• Other duties assigned by manager

• Bachelor’s degree preferred
• Proficient computer skills in MS Office with Salesforce experience a plus
• Excellent telephone skills
• Ability to manage multiple projects and tasks
• Positive customer satisfaction attitude
• Ability to work independently and within a team
• Strong analytical, problem-solving, attention to detail, and critical thinking skills
• Excellent interpersonal, written/verbal communication, organizational, and time-management skills
• Ability to adapt to the needs of the business