Customer Experience Specialist Job Opening

ONCOURSE LEARNING

Customer Experience Specialist

OnCourse Learning is a premier education and compliance solutions provider for individuals and companies seeking educational excellence, professional compliance, occupational tools, customized training solutions and new career opportunities in the financial services and real estate industries. Our mission at OnCourse Learning is to help people get started and succeed in their chosen professions.

At OnCourse Learning, we strive to have every employee driven by our core values: Integrity, Innovation, Collaboration, and Excellence.

The Good Stuff: Why Join OnCourse Learning?

• Company Culture: innovative, collaborative, fast-paced, welcoming, challenging, fun, and we encourage work-life balance.

• Competitive salary with company-wide bonus program for a little extra icing on the cake.

• Excellent Benefits and Additional Perks: medical, dental, vision, 401(k) with company match, HSA, life insurance, short-term and long-term disability, jeans at work every day, tuition reimbursement, parenting leave, and more.

• Paid Time Off for your vacations, adult proms, mental health days, Comic-Con, etc. :)

• Professional Development: training, project opportunities, and advancement potential.

• Visit our awesome website to learn more: www.oncourselearning.com

Job Snapshot

• Employment Type: Full-Time

• Industry: SaaS, E-Learning

• Education: High School Diploma; College Degree preferred

• Experience: 1+ years of Customer Service

• Required Travel: The position requires no travel

Job Summary

In support of the company mission, the Customer Experience Specialist will assist in coordinating and executing customer service tasks related to the continuing education business. S/he will answer incoming calls and emails and will provide support to users of our continuing education products and services.

The employee is expected to adhere to ethics policies and practices as established by OnCourse Learning.

Essential Functions

• Answer customer inquiries via telephone, internet, or email in a friendly and professional manner, and provide customers the requested information in a timely manner with an expected timeline via telephone, email, and Internet.
• Track customer inquiries using online support management systems and tools.
• Coordinate, manage, and complete outbound communication via phone or other methods to end-users to ensure timely resolution of issues.
• Work with product end users to establish and meet the business needs while abiding by our own business protocols and plan
• Participate as needed with on-boarding and training of new team members
• Use tools and resources available to efficiently and accurately solve problems and answer questions as they relate to login credentials and the use of OnCourse Learning’s multiple websites and applications.
• Contribute to achieving key performance metrics, including customer satisfaction, abandoned call rates, number of calls answered, average speed of calls answered, and length of calls.
• Other duties as assigned.

Education, Skills and Experience

• High School Diploma required, College Degree preferred; 2+ years related experience
• Ability to work efficiently in a high demand, team-oriented, and fast-paced environment required.
• Technical background and knowledge with focus areas on desktop support; tablet and mobile device support is a plus, but not required.
• Ability to maintain confidentiality.
• Excellent customer service skills.
• Excellent organizational, interpersonal, written and verbal communication skills.
• Must be detail-oriented and possess exceptional problem-solving and follow-up skills.
• Strong knowledge of Microsoft Office: Word, PowerPoint, Excel, and Outlook.
• Ability to work well in a team structure, moderately supervised.

WARNING! LEGAL STUFF FROM HERE ON OUT:

The above statements are intended to describe the essential functions, nature, and level of work to be performed. The company reserves the right to modify this job description at any time, without notice.

OnCourse Learning employees are hired, promoted and rewarded on the basis of talent, performance and dedication. We cannot afford to deprive the company of capable people and will not allow harassment or discrimination based on race, creed, color, religion, national origin, sex, age, sexual orientation, gender identity, marital status, ancestry, disability or veteran status.

OnCourse Learning is a proud equal opportunity employer.