[Remote] Customer Success Associate

Note: The job is a remote job and is open to candidates in USA. KnowFully Learning Group is a company that provides comprehensive continuing education for professionals across various industries. They are seeking a Customer Success Associate to act as a liaison, provide guidance on products and services, and resolve customer issues to maintain high satisfaction levels.

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

Skills

• Fluency in both English and Spanish is required to effectively perform job duties, including support of programs with Spanish-speaking stakeholders
• 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
• 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
• College degree or equivalent work experience preferred
• Familiarity with CRM and Zendesk systems and practices; Microsoft Dynamics experience preferred

Benefits

• Health
• Dental
• Vision
• Life
• Disability
• Paid time off
• 401(k) retirement plan with employer match

Company Overview