What are the responsibilities and job description for the Customer Service Representative position at CeriFi?
Description
Nature and Scope
We are seeking an exceptional Customer Service Representative to join our team. The 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
Nature and Scope
We are seeking an exceptional Customer Service Representative to join our team. The 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.
- Support implementation of new products and services.
- Continuously utilize the SOP and update when needed to ensure this is always current and up to date.
- Identify improvements to current systems and procedures.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- 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.
- 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.
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