Marist University · 1 day ago
Customer Service Representative
United States
Full-time
Remote
New Grad, Entry Level
$35/hr - $47/hrMarist University operates in the Education & Nonprofit sector, delivering student-focused programs and community services. They are seeking a Remote Customer Service Representative to provide high-touch support to educators, families, and partners by responding to customer inquiries and managing support tickets.
Higher Education
Responsibilities
Respond to inbound customer inquiries via phone, email, and live chat; diagnose and resolve issues promptly while maintaining a professional tone
Log, update, and manage support tickets in the CRM/ticketing system; ensure clear case notes and timely follow-up until resolution
Escalate complex technical or policy-related cases to specialist teams and track outcomes to closure
Meet SLA and quality targets (response time, resolution time, CSAT) while handling a steady volume of contacts
Contribute to and maintain the knowledge base—create clear FAQ entries and process documentation to reduce repeat contacts
Collaborate with cross-functional teams (programs, IT, operations) to identify recurring issues and recommend process improvements
Qualification
Required
High school diploma or equivalent; post-secondary education is a plus
Proven customer service experience in phone/email/chat environments (remote support preferred)
Proficiency with CRM or ticketing platforms (experience with Zendesk or Salesforce Service Cloud preferred)
Comfortable using VoIP phone systems, live chat tools, and Google Workspace for daily work
Excellent written English with strong attention to detail for clear case notes and customer communication
Reliable high-speed internet, a quiet home office, and the ability to work U.S. time zones
Preferred
Bilingual Spanish/English communication skills for serving a diverse customer base
Experience supporting education programs, nonprofit services, or mission-driven organizations
Familiarity with customer satisfaction (CSAT) measurement and basic support KPIs
Benefits
Remote-first, flexible scheduling with paid training and structured onboarding.
Mission-driven culture focused on professional growth and cross-team collaboration.
Opportunities to work across programs and contribute directly to process improvements and user experience.
Company
Marist University
Marist University, recognized for excellence by U.S.
Founded in 1929
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
A. Harry Williams
Chief Technology Officer
Elizabeth Veasey
Vice President of Business Affairs/Chief Financial Officer
Recent News
Yomiuri Shimbun
2025-01-28
Company data provided by crunchbase