Customer Service Rep

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance, and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom, and responsibility with a commitment to meritocracy, inclusion, and diversity of thought. Continual investment in our over 1500 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S.

ExamFX , a division of Ascend Learning, is the industry leader in online training for insurance licensing and securities exams. As a nationally-approved education provider, our course content is constantly being updated to align with the ever-changing information presented in state exams.

Position Summary:

This position is responsible for responding to customer's inquiries or complaints regarding the organization's products or services via phone, email or online chat. The role coordinates problem resolution with appropriate departments and informs customer of standard procedures or resolution of product problems on service issues.

Responsibilities:

• Confer with customers via phone, email, and online chat about products, services, and account information and address and resolve customer service issues.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, or actions taken.
• Support the sales team and clients with assistance in accessing resources.
• Maintain a working knowledge of products, services, policies, and marketing trends within the business to serve as an internal information source for departments and provide recommendations suited to each customers' needs.
• Identify technical errors and user error trends by call and email tracking, peer discussion, and internal dialog and report those trends to management and appropriate departments.

Job Specifications:

• High school education or equivalent; Associate's degree is preferred
• One to three years of customer service experience
• Previous call center experience is preferred

Skills & Abilities:

• Demonstrating ability to provide outstanding customer service
• Basic computer skills, specifically Microsoft Excel and Outlook
• Excellent verbal and written communication skills
• Strong critical thinking and problem solving skills
• Excellent listening skills
• Ability to plan and organize work, set priorities, and direct own activities with limited supervision
• Demonstrated ability to multi-task
• Ability to adhere to a schedule
• Openness to additional responsibilities
• Ability to manage time and multi-task
• Ability to manage multiple systems and websites simultaneously
• Ability to articulate ideas and processes
• Possess a strong positive attitude
• Ability to adapt to a changing environment
• Ability to handle high call volumes

Other Requirements:

• Work weekend rotation
• Lifting requirements may vary between light and heavy

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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