Contract Customer Service Representative

This is a fully remote position, open to applicants in Georgia.

📋 Description

• Deliver prompt and considerate support to customers via phone, email, chat, and case management.

• Assist customers with login and password issues, course access, LMS navigation, shipment tracking, receipts, and basic technical troubleshooting.

• Provide solutions, enhance customer satisfaction, and take ownership of customer inquiries until resolved.

• Process and facilitate customer orders from enrollment to completion.

• Manage learner access within the LMS, which includes adding or removing users, updating entitlements, and linking learners with organizations or firms.

• Aid customers in navigating learning platforms and accessing purchased products and resources.

• Ensure accurate maintenance of customer and case information across relevant systems.

• Utilize Salesforce Service Cloud to document, manage, prioritize, and resolve customer cases.

• Juggle multiple customer requests while ensuring accuracy and promptness.

• Adhere to established processes and service standards while exercising judgment to meet customer needs.

• Recognize recurring customer issues or opportunities to enhance the support experience and communicate them to the team.

• Collaborate with teammates and other departments to efficiently resolve customer issues.

• Communicate in a clear and professional manner with both customers and colleagues.

• Contribute to a cooperative, customer-centric team atmosphere.

• Remain adaptable as customer needs, priorities, products, and processes evolve.

⛳️ Requirements

• Previous experience in customer service, customer support, learner support, or a similar customer-facing role is preferred.

• A bachelor's degree is preferred, or an equivalent combination of education and relevant experience.

• Strong verbal and written communication skills, including the confidence to support customers over the phone.

• Comfort with multiple technology platforms; experience with Salesforce Service Cloud or other CRM/case-management systems is advantageous.

• Proficiency in Microsoft Office and a quick ability to learn new systems.

• Strong problem-solving, critical-thinking, and attention to detail skills.

• Capacity to manage multiple customer requests and priorities without compromising service quality.

• Excellent organizational and time-management abilities.

• Capability to work independently while also being an active team contributor.

• A customer-first mindset, positive attitude, and readiness to adapt as business needs evolve.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and the possibility of remote work.

• Supportive and inclusive workplace culture.