Customer Support Representative

About Us

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. At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do.

As a member of the team, you can expect to make a difference through your work, gain significant career experience, and feel fulfilled while building meaningful relationships.

About the Role

CPI’s Customer Care department helps drive top- and bottom-line growth by delivering the best pre- and post-certification support and effortless customer experiences. The Support Representative occupies a critical role within the Customer Support team, providing fast and accurate service to CPI’s customers and Certified Instructors (CIs) via multiple channels. The role emphasizes delivering “effortless” customer experiences and high levels of first contact resolution (FCR).

The Representative provides complete responses to telephone and email inquiries, resolves issues quickly, and demonstrates competence using CPI’s Customer Relationship Management (CRM) system, the Great Plains accounting system, and Customer Support’s Knowledge Management System (KMS). The role also requires thorough knowledge of CPI’s programs, events, policies, procedures, and PCI compliance standards. Additionally, the Representative generates leads to fuel the Instructor Certification Program (ICP) growth and improve CI renewals, retention, and revenue.

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 involving credit card payments
• Place outbound calls as necessary to satisfy customer service requests and secure information needed to complete registrations and product orders
• 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 regular and predictable attendance during all scheduled work hours
• Perform other position-related duties as assigned

Requirements

• High school Diploma or GED
• Two or more years of work experience in the customer service industry
• English language proficiency
• Compassionate and customer-focused individual
• 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 systems
• Ability to prioritize and manage time efficiently
• Ability to work in a collaborative environment

Preferred Qualifications

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

Benefits

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

Schedule

1st shift; Monday-Friday (7:30 a.m. - 4:00 p.m.)