Customer Support Representative - job 2 of 5

Our client, a leader in healthcare education and training, is seeking a dedicated Customer Service Representative to support their customers and faculty, ensuring a seamless experience with online courses and real-time lectures. This role involves primary email, Zoom, and chat support, along with phone support as needed. Ideal for someone looking to expand their customer service expertise, this position offers opportunities for professional growth in a supportive and team-oriented environment.

Location: Fully-Remote (Work from Home), 9 AM - 5 PM PST weekdays, 5 AM - 1 PM PST on weekends

Key Responsibilities

• Customer Support: Interface with customers via email, chat, Zoom, and phone providing prompt and courteous assistance. Answer incoming inquiries and engage with clients in a friendly, professional manner while actively listening to their concerns.

• Zoom Course Facilitation: Assist faculty in initiating Zoom courses, ensuring smooth course kick-offs, and providing customers with assistance in getting signed into Zoom.

• Inquiry Management: Answer phone inquiries, respond to website form submissions, and handle general customer inquiries regarding course approvals, receipts, and certificates of attendance. 

• CRM Management: Track and log customer interactions within Salesforce CRM, maintaining accurate and organized records.

• Collaborative Communication: Collaborate with management to stay updated on new services, policies, and procedures, and offer support and solutions in line with the company's customer service policies.

What Success Looks Like

• Seamless Course Access: Efficiently assist customers in accessing live courses, with minimal disruptions.

• Positive Customer Experience: Provide friendly, professional service that supports customer needs and reflects company values.

• Organized Communication: Maintain accurate, up-to-date records in the CRM and ensure clear communication with the team on customer inquiries and issues.

• Collaborative Teamwork: Work effectively within a small, supportive team, contributing to a cooperative and detail-oriented culture.

Qualifications 

• Fluent English: Excellent written and verbal communication skills in English.

• Organizational Skills: Highly organized with strong attention to detail, able to manage multiple tasks accurately.

• Tech-Savvy: Comfortable working primarily from a computer, managing an email inbox, and familiar with Zoom.

• Team Player: Able to work collaboratively in a small, supportive team environment.

Nice to Have

• Sales/Marketing Experience: Familiarity with sales or marketing principles is a plus.

• CRM Knowledge: Experience with Salesforce or other CRM platforms is beneficial, though not required.

• Education: Applicants with or without a college degree are welcome to apply.

Opportunity: This is an excellent opportunity for a detail-oriented and customer-focused individual to make a meaningful impact on the customer experience in the healthcare education industry. If you're organized, communicative, and tech-savvy, we encourage you to apply!

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets