Customer Support Specialist

As a Customer Support Specialist at Kaplan, you will tackle a variety of tasks including answering customer inquiries via different channels such as voice, email, chat, and social media. You’ll meticulously document each contact in our CRM system, collaborate with internal teams to resolve issues, and provide insightful suggestions to enhance customer experiences. Your proactive engagement will not only help address immediate concerns but also ensure that customers feel valued and understood throughout their journey with Kaplan.

To qualify for a Customer Support Specialist position at Kaplan, candidates should have at least one year of experience in customer service or a related field. Excellent communication skills, both written and verbal, are essential, as is the ability to work independently in a remote environment. A strong knowledge of customer engagement channels and a genuine passion for helping others will also set you apart in this role!

The training for the Customer Support Specialist role at Kaplan is set to commence on March 24, 2025. Training will occur from Monday to Friday, between 9 AM and 6 PM EST, providing you with the foundational skills needed to excel in your position. Following the training period, you’ll work a schedule that usually falls between 9 AM to 5:30 PM or 9:30 AM to 6 PM EST, ensuring you maintain a healthy work-life balance.

Kaplan provides a comprehensive benefits package for Customer Support Specialists that includes flexible remote work arrangements, a generous retirement plan with annual contributions from the company, competitive health benefits starting from your first day of employment, and ample paid time off, including personal, sick, and volunteer days. Additionally, you’ll have access to Kaplan's Gift of Knowledge Program, which offers tuition assistance for you and your close relatives, making it an incredible opportunity for professional growth!

At Kaplan, we believe in nurturing our team members to reach their fullest potential. As a Customer Support Specialist, you'll receive ongoing training and development opportunities aimed at enhancing your skills and performance. We encourage feedback and collaboration across departments to create an environment rich in growth and innovation, ensuring that you are supported and motivated to meet and exceed your individual performance goals.

When faced with a difficult customer, it’s important to remain calm and listen actively to their concerns. Acknowledge their feelings and reassure them that you are there to help. Use your conflict resolution skills to seek a solution that addresses their needs, and always aim to turn the interaction into a positive experience. Demonstrating empathy and patience is key in building customer rapport even in challenging situations.

In my previous roles, I have utilized various customer engagement channels, including voice calls, email support, and live chat applications. I’m also experienced in leveraging social media platforms to interact with customers. Each channel offers unique ways to connect with customers, and I have adapted my communication style to resonate with the preferred methods of engagement for different users.

Absolutely! There was a situation where a customer had a significant issue with a product that required extensive troubleshooting. I took the time to walk them through each step and followed up regularly until the issue was resolved. I also identified other ways to enhance their experience and introduced them to additional features that might benefit them. They expressed their gratitude, and it was rewarding to see how my efforts made a difference.

I have extensive experience using CRM software, such as Zendesk and Salesforce, for tracking customer interactions and documenting support requests. Additionally, I am adept at using ticketing systems, live chat platforms, and collaboration tools like Slack to communicate effectively with both customers and team members. My ability to navigate these tools ensures that I can deliver efficient and informed support.

When managing multiple inquiries, I prioritize tasks based on urgency and impact. I assess which issues need immediate attention—such as those affecting a customer’s ability to use a product—and address those first. I also keep a detailed log to ensure all inquiries are tracked and followed up on promptly. This method helps me stay organized and ensures that no customer feels neglected.

To maintain a positive attitude while working remotely, I ensure I have a structured routine that includes regular breaks and time for self-care. I stay connected with colleagues through virtual meetings and social interactions, which helps foster a sense of community. Additionally, I celebrate small wins and continuously remind myself of the bigger purpose behind my work, which keeps me motivated and engaged.

I ensure accuracy in documentation by taking clear notes during customer interactions and confirming critical details with the customer before summarizing their issue. After the conversation, I quickly enter the information into the CRM while it’s still fresh in my mind, allowing me to document accurately and provide a comprehensive account of the interaction.

I believe in upselling through a consultative approach. I first focus on understanding the customer's needs fully before suggesting enhancements or additional products that align with those needs. By highlighting the benefits and value they can gain from the upsell, I can make the recommendation feel natural and relevant rather than forced.

The most important quality for a Customer Support Specialist is empathy. Being able to understand and relate to what a customer is experiencing allows you to connect with them on a deeper level. This empathy fosters trust, encourages open communication, and ultimately leads to better problem resolution, creating a positive experience for both the customer and the company.

I want to work at Kaplan because I admire the company's commitment to innovation in education and its impact on people's lives. The ethos of collaboration and creativity resonates deeply with my values. I am excited about the opportunity to be part of a team that is dedicated to delivering exceptional customer experiences. I believe my skills and passion for helping others align perfectly with Kaplan's mission.