Customer Success Specialist

This is a fully remote position, open to applicants in Arizona, +18 more states.

📋 Description

• Deliver outstanding customer service

• Support customers in selecting courses across various product lines, applications, college credits, and applicable scholarships

• Stay updated on course offerings, program locations, policies, procedures, and onboarding FAQs

• Share consumer insights to enhance organizational learning and development

• Resolve customer issues during the initial onboarding phase

• Manage alumni inquiries and refer them to the appropriate department

• Ensure a smooth transition between national and regional admissions teams

• Qualify incoming sales leads for transfer to regional schools

• Record and report interactions to enhance systems and CRM data

• Collaborate with regional schools and assist with student transfers when needed

• Implement strategies throughout the entire sales cycle, including identifying qualified leads, nurturing non-qualified leads, pitching, and closing

• Proactively manage prospects and provide progress reports

• Utilize tools and technology to streamline lead management

• Conduct ongoing quality assurance across Outward Bound websites and Salesforce CRM

• Represent the organization at occasional national student recruitment and outreach events

• Participate in outbound communications and relationship-building with gap year associations, school counselors, and educational consultants

⛳️ Requirements

• Minimum of 2 years experience in customer service or a relevant customer-facing position

• Proficiency in customer relationship management (CRM) software, such as Salesforce, for lead tracking and documentation

• Competence with the Microsoft Office suite for correspondence and reporting purposes

• Valid permanent work authorization in the United States

• Capability to work on a computer for extended durations, including repetitive tasks such as typing

• Adequate visual ability to read and analyze data on a screen

• Ability to perform occasional light lifting tasks

• Proficiency in Spanish is an advantage

🏝️ Benefits

• Quarterly team commission program

• Health insurance

• Dental insurance

• Vision insurance

• Short-term disability insurance

• Long-term disability insurance

• Life insurance

• Retirement plan with employer match

• 15 days of paid time off each year

• 10 federal holidays

• Paid time off for the last week of the year

• Remote work flexibility

• Opportunities for travel to in-person conferences, meetings, and collaborative sessions