Contract Customer Service Representative

The Opportunity

At CeriFi, every customer interaction is an opportunity to make learning easier. We’re looking for a Contract Customer Service Representative who enjoys solving problems, helping people, and creating positive experiences for learners and customers across our portfolio of brands.

In this role, you’ll be a frontline resource for customers throughout their learning journey—helping with everything from account access and course navigation to orders, shipments, and technical questions. You’ll work across multiple systems and communication channels while partnering with colleagues to resolve issues quickly and thoughtfully.

This is a great opportunity for someone who is customer-focused, detail-oriented, comfortable learning new technology, and able to stay organized in a fast-moving environment.

What You'll Own

Customer & Learner Support

• Provide responsive, thoughtful support to customers through phone, email, chat, and case management. 
• Assist with login and password issues, course access, LMS navigation, shipment tracking, receipts, and basic technical troubleshooting. 
• Listen carefully to customer needs, identify the right solution, and help create an experience that supports strong customer satisfaction (CSAT). 
• Take ownership of customer questions through resolution, escalating issues when additional support is needed. 

Account, Course & Order Support

• Process and support customer orders from enrollment through completion. 
• Manage learner access within the LMS, including adding or removing users, updating entitlements, and connecting learners with their organizations or firms. 
• Help customers navigate CeriFi's learning platforms and access the products and resources they've purchased. 
• Maintain accurate customer and case information across applicable systems. 

Customer Service Operations

• Use Salesforce Service Cloud to document, manage, prioritize, and resolve customer cases. 
• Balance multiple customer requests and priorities while maintaining accuracy and responsiveness. 
• Follow established processes and service standards while using good judgment to resolve customer needs. 
• Identify recurring customer issues or opportunities to improve the support experience and share them with the team. 

Collaboration & Customer Experience

• Partner with teammates and other departments to resolve customer issues efficiently. 
• Communicate clearly and professionally with customers and colleagues. 
• Contribute to a collaborative, customer-focused team environment. 
• Stay flexible as customer needs, priorities, products, and processes evolve.

What You’ll Bring

• Previous experience in customer service, customer support, learner support, or another customer-facing role preferred.
• Bachelor's degree preferred, or an equivalent combination of education and relevant experience.
• Strong verbal and written communication skills, including confidence supporting customers by phone.
• Comfort working with multiple technology platforms; Salesforce Service Cloud or other CRM/case-management experience is a plus.
• Proficiency with Microsoft Office and the ability to learn new systems quickly.
• Strong problem-solving, critical-thinking, and attention-to-detail skills.
• Ability to manage multiple customer requests and priorities without sacrificing service quality.
• Strong organization and time-management skills.
• Ability to work independently while also contributing as part of a team.
• A customer-first mindset, positive approach, and willingness to adapt as business needs change.