Customer Service (Student Support) Representative
TakeLessons 26 reviews - San Diego, CA

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The Student Support Representative is someone our students rely on heavily to have a successful experience with TakeLessons. This full-time role is responsible for ensuring that our customers have an exceptional experience by providing quick and accurate resolution to issues regarding their student accounts, billing concerns, schedules, and teacher matters; always with a positive attitude.

Learn more about life at the TakeLessons headquarters at: kareer.me/discover/takelessons

Responsibilities include, but are not limited to:
Build relationships with our customers (students and/or guardians) to create a positive TakeLessons customer experience

Answer a high volume of incoming calls and tickets regarding customers issues or questions

Focus on providing our customers with quality service. Including proactively reaching out to customers to ensure 100% customer satisfaction as needed

Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; resolving the problem; following up to ensure resolution

Troubleshoot and validate technical issues within our TakeLessons platform; document examples and report issues to Development team per the standard bug reporting policy

High attention to detail when managing customer accounts

Provide timely and accurate information to customers; adhere to Support service levels

Responsible for identifying potential upsells and making recommendations to our customers about various upgrade options

Able to resolve issues and retain customers who wish to cancel their account

Assist with counseling and matching students with a new provider when needed

Continually promote our new verticals to our customers

Collaborate and work closely with other teams to meet and exceed customer's service expectations

Job Skills & Requirements:
HS Graduate or equivalent, with some college preferred

2+ year’s customer service experience performing similar duties in a heavy call and electronic mail volume environment

Ability to be on the phones/computer for extended periods of time

Strong computer competency, with the ability to easily learn new software/systems

Excellent English grammar; Strong writing skills

Navigate, escalate, and lead efforts on complex customer issues; must be able to handle difficult phone communications as they may arise with customers

Ability to type 40+ WPM

Exceptional communication and organizational skills; Well-defined critical thinking skills; Problem-Resolution Capabilities

A positive attitude and great work ethic

Flexibility to work any shift, including weekends

Self-motivated; driven and passionate

Ability to perform all of the above duties, as well as others, with minimal supervision

Benefits and Culture

TakeLessons offers a variety of benefits including Medical, Dental, Life and Vision; PTO; Holidays; 401k; stock options; gym and lessons discounts.

  • All applicants must apply online
  • Requisition ID #92
  • No phone calls or agencies please
  • Sponsorship not available
  • We are an equal opportunity employer and welcome diverse backgrounds

About this company
26 reviews