Client Care Lead

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principal realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K.

Since 1987, the National Academy of Sports Medicine (NASM) has set the standard in certification, continuing education, solutions and tools for health and fitness, sports performance and sports medicine professionals. NASM has pioneered evidence-based health and fitness solutions that optimize physical performance and allow individuals to achieve a variety of fitness activity goals.

Responsibilities:

• Provide customer phone, email, and chat support

• Provides daily leadership to customer service staff to meet customer expectation.

• Ensures timely processing of customer orders and helps resolves customer disputes.

• Identifies system and workflow improvements to enhance the team’s efficiency.

• Assists with the management of Social Media inquiries

• Assists with onboarding and ongoing staff training

• Day to day employee management ensuring goals are met, motivating, recognition, coaching, counseling, training, and problem solving.

• Acts as the first point of contact for escalated issues that cannot be resolved by the member services team.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

• Proactively identifies root causes of issues and makes recommendations for process improvements future state.

• Assists in special projects or assignments as needed by the business.

Preferred Skills and Experience:

• Friendly and resolution focused interpersonal skills.

• Experience working in a Contact Center environment preferred

• Experience managing and developing employees.

• Articulate verbal and written communication skills.

• Experience navigating various business systems to support customer inquiries.

• Critical thinking and problem-solving skills

• Ability to prioritize and multi-task in a fast-paced environment.

• Interest in fitness and training preferred.

• Certified Personal Training (CPT certification) highly desired.

Minimum Basic Qualifications:

• Minimum of 3 years of customer service.

• High school graduate or equivalent.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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