Lead Customer Service Associate

CatechismClass.com

REMOTE POSITION

Job ID#:
4732163982
Posted:
May 3, 2024
Expires:
July 2, 2024
Category:
Customer Service
Terms:
Part-Time Contract
Experience:
2-5 Years
Education:
High School
Base Pay:
Hourly
Send applications or inquiries to:
Apply by Email
For your privacy and security, when applying for a job, never provide your social security number, credit card number or bank account information to a prospective employer. To use this website, you must accept and comply with our Terms of Service.

Job Description

Job Objective:

We are seeking a dedicated and proactive Lead Customer Support Representative to join our team. The ideal candidate will excel in providing exceptional customer service, possess strong organizational skills, and demonstrate the ability to work collaboratively with various teams within the organization.

As the Lead Customer Support Representative, you will be responsible for managing customer support tickets, creating certificates of completion for students, advising learners on course requirements, administering quiz retakes, and collaborating with internal stakeholders to identify areas of improvement to enhance the customer experience. Since our work directly impacts the religious education of individuals, it is imperative that support be provided extremely promptly, politely, clearly, and with the utmost love and charity.

Responsibilities:

• Respond promptly to customer support tickets via email.
• Manually create certificates of completion in WORD for students who have successfully completed courses.
• Advise students on course requirements to ensure all coursework is completed before certificates of completion are issued.
• Administer quiz retakes and assist students with any technical issues they may encounter during registration, assigning materials, quizzing, or any other part of the process.
• Collaborate with those in the organization to identify recurring issues and develop solutions to reduce the number of support tickets.
• Maintain a high level of professionalism and empathy while interacting with customers. Since our work directly impacts the religious education of individuals, it is imperative that support be provided extremely promptly, politely, clearly, and with the utmost love and charity.
• Regularly check emails and Slack to respond to customer inquiries and organizational needs promptly.

Minimum Requirements:

• Unwavering commitment to Catholic Teachings and values
• Availability to check emails and Slack every day of the week, including weekends, to ensure prompt response times to customer issues.
• Complete fluency in the English language
• Exceptional written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Commitment to delivering outstanding customer service and maintaining a positive customer experience.
• Ability to use Microsoft Suite Products (e.g. Word, Excel) without any training.

Preferred Qualifications:

• Proven experience in a customer support role, preferably in an online education or software environment.
• Bilingual abilities in Spanish.
• Experience with Learning Management Systems (LMS) or educational platforms.
• Previous experience in a leadership or supervisory role.
• Knowledge of online education industry trends and best practices.
• Certification in customer service or related field.

Compensation

• This is a work-from-home, contractual part-time position. Compensation will be an hour rate for all hours worked.

About the Employer

We are a small Catholic education start-up that is revolutionizing Catholic education. Think of your childhood Catholic religious education but with modern technology. Our small but scrappy development team is working across a variety of projects from back-end enhancements to complete front-end redesigns. Our mission is to make the Catholic Faith accessible to everyone online, which is incredibly important. This mission underlines everything we do. Our commitment to the Traditional Catholic Faith is our core.