Future Hires Customer Care

About the role

This position will interact with I-CAR customers, cross-functional departments, including instructors and volunteers to effectively support and promote I-CAR products and services. Requiring significant and substantial inbound phone coverage, the successful candidate will provide excellent customer service.

Responsibilities

• Answer incoming inquiries via phone, fax, and email (100% of the role).
• Confer with customers by telephone or email to provide information about products and services, take orders or cancel accounts, or obtain details of complaints and assist customers.
• Track, report, and keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Assist customers in class registration.
• Resolve customer service complaints by performing activities such as issuing refund requests.
• Contact customers to respond to inquiries or notify them of investigation results and planned adjustments with ownership.
• Work with the Sales Center Manager on escalated or unresolved customer grievances.
• Communicate charges for products or services requested.
• Obtain and examine all relevant information to assess the validity of complaints and determine possible causes and solutions to the customer’s needs.
• Proactively promote and provide accurate information on new services or programs while processing incoming calls.
• Process customer requests for student transcripts, certificate re-issues, and Gold Class or Platinum status updates.
• Answer customer questions on Gold Class and Platinum recognition programs.

Requirements

• High School Diploma or G.E.D required.
• Experience working in a call center preferred.
• Telemarketing and/or collections experience preferred.
• Working knowledge of Microsoft Office applications (Word, Excel, Outlook, etc.).
• Excellent people and customer service skills.

Benefits

• Comprehensive Benefits
  • Medical, dental, and vision insurance.
  • 401(k) retirement plan with company match.
  • Company-paid life and disability insurance.
  • Employee Assistance Program (EAP).
• Work-Life Balance
  • Remote and hybrid work opportunities.
  • Half days before holidays.
  • Four weeks of PTO, plus paid holidays.
• Career Growth & Development
  • Leadership development programs.
  • Access to LinkedIn Learning and professional training.
  • Opportunities to attend industry events and conferences.
• Company Culture & Engagement
  • Mission-driven work with a focus on innovation and education.
  • Team-building activities and company events.
  • Volunteer opportunities to give back to the community.

Many employees build long-term careers with I-CAR, with tenures of 5, 10, or even 30+ years.