Job Description
We are:
Element451 is the fastest growing CRM Platform in the higher education vertical! We’re the only student engagement CRM provider to leverage AI, student behavior data, and advanced marketing automation to hyper-personalize and scale higher ed student recruitment and enrollment for increased engagement and admissions success.
Our values:
Impactful not Immediate
We prioritize and invest in initiatives that will be most impactful.
Progress before Perfection
We are action-oriented people. We are empowered to make decisions and achieve our goals.
Learners before Masters
We are curious and humble people who strive to constantly improve.
Together not Alone
We rally behind each other and pitch in to support the greater whole.
Customer Success not Support
We solve partner goals and prioritize their success.
You are:
- 2+ years of experience working under pressure with a high volume of inbound and outbound multi-channel experiences, preferably SaaS and/or IT industries
- Bachelor’s degree preferred or equivalent combination of education and experience
- Customer service, team-oriented; detailed and process improvement focused
- Ability to work independently and remain on task while working fully remote
- Tech-savvy with the latest SaaS tools and modern apps
- We are particularly interested in candidates who are available to work during Mountain or Pacific time hours or who are located in these time zones
What you’ll do in this role:
- Manage multi-channel inbound client inquiries (Portal, Chat, Email and Phone) regarding product functionality or problems; troubleshoot with client to fully diagnose, then develop solutions and respond within Service Level Agreement timelines
- Escalate client issues that are unable to be resolved as necessary, to ensure timely resolution
- Maintain accurate and immediate documentation for all steps to reproduce and activities undertaken to resolve client issues, questions and concerns
- Routinely update the client, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status
- Follow up with customers to ensure resolution, while providing an exceptional customer experience
- Collaborating cross functionally with sales and product teams to improve customer experience
- Preparing documents and reports as needed.
What you should be great at:
- Analytical skills, detail-oriented, able to help customers solve problems
- Excellent communicator and writer and able to take complex subjects and break them down using clear and simple writing and video.
- Ability to adapt, approachable, and able to learn quickly in a fast-paced, high growth environment
- Have a high personal standard of Customer Service, with an innate empathy and problem solving skills
- Approachable and will respect and seek direction from others; if delegation is required, will follow-up in a non-threatening manner
- Will work harmoniously with the team throughout the whole work process
- Helpful, energetic, ambitious, positive
Compensation: $55,000 - $65,000 annually
Perks
- Competitive salary & benefits (Medical, Dental, Vision, Disability & More)
- 401k plan with 4% employer match available after 3 months of employment
- Work from home anywhere in the US
- Paid parental leave
- Time to Relax - 10 company holidays and 20 days of paid time off
- Do work that matters and makes a positive impact on students going to college
Element 451 is an equal employment opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. If reasonable accommodation is needed to participate in the job application process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected]. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Date Posted
04/30/2024
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