75 applicants

Company

Kaplan · 1 day ago

Customer Support Specialist

Remote/Nationwide, USA

Full-time

Remote

Entry Level

$31K/yr - $79K/yr

1+ years exp

Maximize your interview chances

Corporate TrainingEdTech

Insider Connection @Kaplan

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Serve as a resource for students and clients regarding core product lines, services, and compliance regulations.

Understand product attributes and how they support student learning.

Advise potential students of available learning options, provide guidance with purchasing decisions, and up-sell products or services using a conversational approach.

Demonstrate skill with core product customer information systems, and websites, and accurately enter and edit customer information and product orders in applicable order entry system.

Promptly answer inbound telephone calls, emails, and chats and respond to customer inquiries and service requests in a professional and courteous manner.

Exhibit strong listening skills and ability to stay focused on the student experience.

Provide service excellence through accurate order placement, timely follow-up of service requests, and maintaining a positive attitude and friendly demeanor.

Troubleshoot and resolve student concerns or complaints promptly to ensure satisfaction. Document and escalate issues and complaints as outlined in the escalation policy.

Send thank you cards to build relationships.

Gather leads and document student feedback.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SupportCall Center ExperienceMS OfficeGmail

Required

High School Diploma or GED

1+ year of service experience, preferably customer support in a call center environment or customer relations role.

Internal IT and business systems.

MS Office and Gmail.

Excellent communication skills, written and verbal, to transmit information accurately and understandably.

Strong focus on service excellence initiatives and positive student outcomes.

Team player with adaptability to changes in workload, systems, and processes.

Ability to learn core product lines.

The ability to multi-task, prioritize, and remain detail-oriented.

Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations.

Benefits

Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)

Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members

Competitive health benefits and new hire eligibility start on day 1 of employment

Generous Paid Time Off includes paid holidays, vacation, personal, and sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities