[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. The Customer Support Specialist will handle customer interactions, resolve issues, and ensure customer satisfaction in a remote-first environment.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve issues
• Follow all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Utilize knowledge base and training to accurately answer customer questions
• Research systems to find information to assist the customer
• Accurately document and process customer issue and resolution in appropriate systems
• Coordinate with other departments to resolve issues as applicable
• Escalate or redirect technical issues beyond experience level to the appropriate team or team member
• Escalate customer issues to management for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Meet or exceed all metrics and performance measurements
• Participate in ongoing proprietary product training and certification programs
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

Skills

• 2+ years of experience in customer service, technical support, chat, or administrative support in a contact center environment
• High School Diploma or GED required
• Excellent verbal and written communication skills required
• Proficient computer skills including proficiency in Microsoft Office (Outlook and MS Word) required
• Exhibit a passion for exceptional customer service
• Demonstrate professionalism and a positive attitude
• Show strong initiative and ability to self-manage
• Demonstrate effective written and oral communication skills
• Show ability to work under pressure, manage multiple priorities and meet deadlines in a fast-paced environment
• Demonstrate excellent problem solving, analytical skills and strong attention to detail
• Demonstrate exceptional soft skills, showing the ability to fill voids and gaps in conversation with appropriate small talk
• Assimilate and apply new job-related information in a timely manner
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks
• Embrace working in a collaborative team environment, but can manage themselves independently
• Willingness to work extended hours as needed
• Associate degree preferred, or equivalent combination of education and work experience
• Experience with Salesforce, a plus

Benefits

• Medical, dental, and vision insurance with various plan options
• A 401(k) retirement plan with company matching
• A flexible Time Away Program along with 10 paid holidays, 2 floating holidays, 1 wellness day, and a winter office closure at the end of December
• Resources to promote wellness, ensuring you have the support you need both professionally and personally

Company Overview