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Customer Support Agent 2

Company: Carrus
Location: Lehi
Posted on: January 9, 2022

Job Description:

Job DetailsJob LocationLehi, Utah - Lehi, UTPosition: Customer Support Agent II (17 to 20) Location: Lehi, UTReports to: Director of Customer SupportA day in the life:80% Handling customer service inquiries: 60% Phone Cases, 10% Chat Cases, 30% Email CasesAnswer phone calls, e-mails, and chat with customers to solve basic customer needsManage case queues and triage instructor cases in a timely manner to hit daily metrics.Follow up on open cases.Document customer interactions in SalesForceHandle difficult/stressful conversations.10% Program knowledgeBasic knowledge of all programsKnowledge of of materials included in every programs and when and how they will be delivered to the learnerKnowledge of program certifications10% Enrollment ProcessHelp process enrollments for all b2c sales from the CareerStep teamPull reports in Salesforce of Learner information to input into our LMS CanvasRun reports in Salesforce and BigCommers to process extensions and online enrollments .To be successful in this role you will need the following education, competencies, and skills.EducationHighschool DiplomaCompetenciesEnsures AccountabilityHolding self and others accountable to meet commitmentsSkillesFollows through on commitments and makes sure others do the same. Acts with a clear sense of ownership. Takes personal responsibility for decisions, actions, and failures. Establishes clear responsibilities and processes for monitoring work and measuring results. Designs feedback loops into work. Customer focusBuilding strong customer relationships and delivering customer-centric solutions.Identifies opportunities that benefit the customer.Builds and delivers solutions that meet customer expectations.SkillsGains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships. Drives resultsConsistently achieving results, even under tough circumstancesPersists in accomplishing objectives despite obstacles and setbacks.Pushes self and helps others achieve results.SkillsHas a strong bottom-line orientation. Persists in accomplishing objectives despite obstacles and setbacks. Has a track record of exceeding goals successfully. Pushes self and helps others achieve results.

Keywords: Carrus, Lehi , Customer Support Agent 2, Sales , Lehi, Utah

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