Associate, Customer Care (English)

KnowFully Learning Group provides comprehensive and engaging continuing education for professionals at all experience levels and support those preparing for certification exams. We service two main industries - Finance/Accounting and Healthcare. Our employees are innovative and passionate about learning. We embrace each other’s differences. Through our learning initiatives and teambuilding, we have created a great place to work. If you love what you do and want to work in an environment where hard work is valued, please apply! 

This role will act as a liaison, provide product/services guidance, and resolve any emerging problems that our customers might face with accuracy and efficiency. The targets are to drive sales as well as ensure excellent service standards so that we maintain high customer satisfaction. This is an hourly position. 

This position offers a starting salary of $18 per hour, along with a comprehensive benefits package including health, dental, vision. life, disability, paid time off, and a 401(k) retirement plan with employer match.

Shift schedule is as follows: Monday–Thursday, 8:30AM - 5:00PM or 11:30 AM–8:00 PM EST, and Friday, 9:30 AM–6:00 PM EST. On average, each person works one Saturday shift per month (8:30 AM–3:00 PM ET)

Location:

Remote.

Duties/Responsibilities:

• Effectively manage large amounts of incoming customer inquiries via phone, email, live chat, etc.
• Identify and assess customer needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution
• Keep records of customer interactions using all systems as needed
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• Identify sales leads

Required Skills/Abilities: 

• Excellent verbal and written communication skills. 
• Excellent interpersonal, relationship building, and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong Computer / Data Entry Skills – Microsoft Office Proficiency Preferred.
• Ability to multitask in a fast-paced environment.
• Ability to use proper phone and email etiquette. 
• Ability to work well independently and as a team.
• Ability to adapt to the changing needs of the company and department. 
• Ability to portray a cooperative, professional, and positive attitude towards customers, managers, and other co-workers.
• Ability to function well in a high-paced and at times stressful environment. 

Education and Experience:

College degree or equivalent work experience preferred.

Familiarity with CRM and Zendesk systems and practices; Microsoft Dynamics experience preferred

Physical Requirements: 

Prolonged periods of sitting at a desk and working on a computer.

Equal Opportunity Statement:

KnowFully Learning Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.