Customer Experience Associate

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

📋 Description

• Deliver an exceptional experience to our customers consistently, utilizing various communication channels to meet the designated KPIs associated with the position.

• Proactively market products and services to customers, clarifying features and making suggestions based on customer-specific information.

• Continuously identify opportunities to minimize customer effort and obstacles, enhancing satisfaction and fostering loyalty.

• Oversee daily communications: Provide precise, professional, and timely support to customers during the examination and education registration process, aiming for first contact resolution for every inquiry.

• Address customer issues through the case management system; generate cases for each interaction managed.

• Assist customers and candidates with various requests, including password resets, changes to contact or profile information, website usage inquiries, certification processes, renewal questions, extensions, and more.

• Process payments for annual maintenance fees and address any payment discrepancies.

• Enroll customers in seminars.

• Manage multiple web applications simultaneously, including the Case Management System, Live Person Agent Desktop, and IntelliVUE.

• Identify, document, and notify the regional manager about trends in customer communication.

• Refer complex inquiries and requests to subject matter experts as necessary.

• Conduct effective outreach to customers as required.

• Support the CPE Auditor with straightforward audits and mass entries of continuing professional education (CPE) credits.

• Perform other duties as assigned.

⛳️ Requirements

• High School diploma or GED is mandatory.

• A minimum of 3 years of customer service experience in a call center environment is preferred.

• Experience with CRM/database applications (e.g., Salesforce) is advantageous.

• Exceptional written and verbal communication skills in English are required.

• Proficiency in PC skills, including MS Office products (Word, Excel, PowerPoint, Outlook), as well as internet and web applications/navigation.

• Capacity to foster an inclusive culture that encourages, supports, and celebrates diversity; serve as a role model to advocate for best practices in DEI.

• Display a strong passion for customer experience, with the ability to prioritize the needs of customers and candidates in all interactions.

• Exhibit effective organizational skills and the ability to manage multiple tasks simultaneously.

• Capability to work both collaboratively in a team and independently with minimal supervision while maintaining high-quality standards.

• Ability to absorb and communicate knowledge about customership, examinations, and our marketed products clearly and enthusiastically.

• Demonstrate a cooperative and professional demeanor when interacting with others.

• Show attention to detail and strong follow-up skills.

• Ability to troubleshoot issues promptly.

• Handle confidential information with care and discretion.

• Experience with AI tools or a willingness to learn is preferred.

🏝️ Benefits

• Comprehensive benefits package available.