Customer Service Rep

Ascend Learning; LLC (www.ascendlearning.com) is a leading provider of technology-based educational, curriculum and assessment solutions for the healthcare industry and other vocational fields. Ascend is renowned for delivering solutions that result in higher-performing student results at a lower cost, from nursing to allied health and fitness training to OSHA compliance training and insurance. Ascend employs more than 900 employees in 35 states. Customers range from schools of nursing to institutions of higher education, corporate health and wellness organizations and major Fortune 500 insurance companies.

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:
• Potential weekend rotation
• Lifting requirements may vary between light and heavy

This position requires that the employee be fully vaccinated against COVID-19, unless an exemption has been granted by Ascend Learning for a religious, health-related, or other legally mandated reason, which will be considered on a case-by-case basis in accordance with applicable law. Individuals are considered "fully vaccinated" (1) two weeks after their second dose in a 2-dose series (such as Pfizer or Moderna vaccines); or (2) two weeks after a single-does vaccine (such as Johnson & Johnson's Janssen vaccine). Ascend Learning's current policy also requires that individuals visiting our offices be fully vaccinated against COVID-19. In line with our commitment to the safety and wellbeing of our employees, if we choose to interview you and you are fully vaccinated, we may invite you to interview in our office. If you are not fully vaccinated and we choose to interview you, we will arrange for a virtual interview.

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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