Customer Care Specialist

• 17 - 20 USD per Hour
• Full Time
• Posted : 2 months ago

The Company: The Mandt System is a well-established Learning & Development Company, operating since 1975. We specialize in delivering training and consultation services, with a primary goal of partnering with organizations in multiple sectors. Our focus is on preventing, de-escalating, and managing workplace violence issues and incidents. We achieve this through an engagement model that equally prioritizes staff safety and those being served. The core of our approach is the establishment of healthy workplace relationships, guided by the philosophy of treating everyone with dignity and respect.

The Position: We are seeking a self-driven, successful, and enthusiastic individual to support customers throughout the United States and internationally as our Customer Care Specialist. This role reports to our Director of Operations. Initially, the position will be part-time, with the potential for growth into a full-time role in the future. This is a remote position, so you should be comfortable working from home and have the necessary space to set up a professional working environment.

Location: This remote position requires residency in the State of Texas.

Primary Role Purpose: Key responsibilities and accountabilities:

• Receive incoming phone calls, emails, and cases; respond appropriately or assist in re-assigning to the correct support team member if needed.
• Collaborate with our team to troubleshoot, investigate, assess, resolve, and respond to inquiries in a friendly, professional manner. Escalate issues if necessary.
• Maintain accurate records and document actions and discussions with customers.
• Understand and educate customers about all of The Mandt System’s products, services, and prices.
• Retain customers through superior customer service and basic technical support.
• Assist instructors in navigating online resources, troubleshooting access to eLearning programs for themselves and their students, maintaining student records, and filing proper course reports in Salesforce, our Resource Center, and eLearning programs.
• Assist organizations with event registrations, cancellations, and changes.
• Collaborate closely with management to ensure instructors follow policies and procedures and assist with revisions as necessary.

Personal Situation:

• May be required to work extended hours on occasion.
• Limited occasional travel for meetings and training.
• Must be free of felony charges.

Specific Role Skills:

• High attention to detail.
• Exceptional organizational skills.
• Problem-solving skills and the ability to take on responsibilities as needed.
• Should demonstrate reliable and motivating communication skills, both orally and in writing, with internal and external stakeholders.
• Excellent time management and multi-tasking skills are essential.
• Appreciates and adheres to the company's standards and policies.
• Demonstrates the ability to work effectively under pressure.
• Experience with Salesforce or other CRM systems.
• Familiarity with Google Apps.
• Must have the ability to self-manage with little supervision.

Education and Experience:

• Customer service work experience.
• Experience with Salesforce or other CRM systems.

What we offer

• Salary negotiable.
• Paid Health Insurance: 100% of health insurance cost is covered for employee and family for full-time employees.
• Paid $10,000 life insurance policy for full-time employees.
• 401(k) Benefits after one year (3% matching plus 0.50 per dollar on the next 2% - For example, the employee contributes 5%, and the company matches 4%) for full-time employees.
• Paid Vacation and Sick Leave.
• Paid Cell Phone Service.
• Paid Internet Service.
• Expect growth in this position as the company grows.

Skills

• Attendee Registration
• Customer Support
• Technical support