Customer Support Representative

About the role

Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

Responsibilities

• Provide complete and accurate responses to customer requests arriving via telephone and email.
• Deliver quick and effective resolution to most issues.
• Process event registrations and product orders, including those that involve credit card payments.
• Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
• As appropriate, generate leads and offer to register CIs in NCI Renewal events.
• Take the initiative to offer suggestions that improve customer experience, organizational growth, and operational efficiency.
• Consistently maintain a pattern of regular and predictable attendance, ensuring presence during all scheduled work hours and contributing to the overall efficiency and productivity of the team.
• Perform other position-related duties as assigned.

Requirements

• Highschool Diploma or GED
• Two or more years of work experience in the customer service industry
• English Language proficiency
• Compassionate individual
• Customer focused
• Strong analytical and problem-solving skills, with attention to detail
• Excellent verbal and written communication and effective listening skills
• Ability to learn and utilize technical learning
• Ability to prioritize time management skills efficiently
• Ability to work in a collaborative environment

Qualifications

• Bachelor's Degree
• Experience within a contact center environment
• Spanish or French language proficiency

Skills

• Technical learning
• Time management
• Collaborative environment

Benefits

• Hybrid work schedule
• Competitive pay
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training

Pay

Competitive pay

Schedule

1st shift; Monday-Friday (9:30 a.m.- 6:00 p.m.)