Customer Support Specialist - Los Angeles, United States - Corporate Finance Institute
4 weeks ago
Description
CUSTOMER SUPPORT SPECIALIST
Purpose
The Customer Support Specialist is able to lead processes independently, however, should leverage cross-team collaboration and communication with other departments to ensure all inquiries are handled appropriately and in a timely manner.
Cross-departmental work ensures students receive a top-notch learning experience, this includes Learning & Development for user experience and certifications as well as Marketing to deliver sales campaigns.
This role has a direct reporting line to the Manager, Customer Support with additional support from the VP, Customer Experience.
Success in this role is measured by
- First response time
- Time to resolution
- Quality of response to ensure learner understanding
- Deliver on individual goals as well as contribute to broader team goals
- Share voice of the customer feedback to the organization as a whole
Responsibilities:
- Address inquiries regarding student enrollment, course and program offerings, invoices, completion certificates, etc.
- Constantly communicate ways to enhance our student experience, build and execute the plan with other departments
- Assist with lead generation through collecting information from our students and adding it to CRM and with group enrollments in the system
- Track inquiries to resolution, escalating when necessary
- Utilize a thorough knowledge of CFI courses when responding to inquiries
- Accurately record & process invoices for clients, and address transaction trace requests when necessary
- Maintain and update Customer Service Manuals, Frequently Asked Questions (FAQs), and Help Centre Articles
- Perform other administrative duties as required.
Skills and Competencies
- Efficiency
- Communication
- Data Diligence
- Resourcefulness
- Client Focus
- Business Orientation
- Change Management
- Critical Thinking
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