Client Support Specialist

Position Summary

Wall Street Prep is growing and we are looking for a dynamic Client Support Specialist to join our team. The Client Support Specialist will serve as a key member on the enrollment team by providing top notch customer support to finance professionals who are considering enrolling in our online learning programs to enhance their careers. 

Key Responsibilities

•  Manage support desk inquiries from current and  prospective clients through email, phone, and ticketing system.
• Handle all payment issues, inquiries, and refund requests
• Troubleshoot/fix login and other tech-related issues
• Forward inquiries to correct person/team when necessary
• Advise prospective clients on programs in accordance with their qualifications and objectives
• Make prompt and effective contacts to ensure consistent service levels.
• Understand and communicate WSP policies so they are easily understandable to current and prospective clients
• Own 1:1 Coaching Product
• Manage 1:1 Coaching inquiries and track them in the Private Tutoring/Coaching Tracker
• Be available for 15 minute consultation appointments with prospective clients
• Respond to any follow-up inquiries after the client and instructor have begun their tutoring.
• Maintain cross-functional communication with other departments to ensure clients and prospects inquiries are responded to in a timely manner
• Manage Yotpo review system, approving or denying client program reviews

Requirements

• Bachelor’s degree from an accredited college or university
• 2 - 3 years of proven customer service, enrollment, sales or related experience required
• Prior experience communicating and engaging with finance professionals preferred
• Experience working with online learning programs preferred
• Must have strong attention to detail and organizational skills
• Ability to think and plan ahead without prompting
• Superb ability to communicate effectively (verbally and in writing) with both internal team members as well as prospective applicants to Wall Street Prep’s certificate programs
• Excellent listening and presentation skills and ability to effectively engage and support executives and finance professionals exploring Wall Street Prep’s career certificates.
• Ability to prioritize tasks in a dynamic and ever-changing environment
• A collaborative team player who is excited to have a dynamic role in a growing 
• Located in Massachusetts or the tri-state area (MA, NH, RI, CT, NY, NJ, PA, VT, ME) preferred

CORE COMPETENCIES

• TEAMWORK – As an Enrollment Advisor, you will work with a diverse set of individuals and you must have the ability to empathize and collaborate with individuals from a range of background and experiences.
• INTEGRITY – Much of our work is dependent on trust and respect, so consistency of actions and taking responsibility for one’s own actions is very important. We value team members that strive to do what is right.
• ACCOUNTABILITY – We value the ability of our team and organization to honor our commitment to clients and to other team members.
• HUMILITY – Value openness and curiosity to learn from team members and all that we serve. Be open to personal change and continuous improvement.
• RESULTS-DRIVEN – Have an excellent track record of outcomes. Our clients depend on us to deliver top quality trainings and content. Every task (small or great) should be geared at delivering excellent work and results.
• TRANSPARENCY – At WSP, we pride ourselves on being transparent about our work and methods. Every team member should embody honest and open communication.

WHAT WE OFFER

• A fun, lively, startup culture
• Remote work environment
• Unlimited PTO
• Full benefits package including medical, dental, and vision
• 401(k)
• Parental leave
• Stipend to setup home office
• Core values-based leadership
• Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode company
• The budgeted salary for this role is $70,000 (Bonus potential based on performance.)

ABOUT WALL STREET PREP

Wall Street Prep (WSP) is the leading provider of financial services training solutions to the world's preeminent investment banks and private equity firms. Founded in 2004, WSP seeks to bridge the gap between academia and the real world by providing our clients with the practical skills and knowledge needed to succeed in the finance sector. We provide clients with this hands-on, competitive edge through classroom training led by experienced industry practitioners as well as through online self-study programs designed by subject matter experts. WSP's clients include global investment banks, private equity and investment management firms, Fortune 500 companies, and top undergraduate business and MBA programs.

Wall Street Prep is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status or any other legally protected status. We celebrate diversity and are committed to building an inclusive work environment where all team members are encouraged to be their authentic and whole selves.