Position Overview

This role is responsible for assisting and supporting customers/students throughout their efforts in achieving their professional learning goals. This position is a team-oriented, student-facing role that services internal and external customers. Members of this team are expected to adhere to policies and processes. Successful members of this team function as a role model for our values and foster a culture of care consistent with our mission, vision, and purpose.

What You'll Do

• Handles all incoming service-related inquiries via phone and digital communication channels (i.e. email, live chat, google reviews, etc)
• Follows up with students promptly and as necessary
• Adheres to established departmental metrics by level
• Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
• Troubleshoots general customer support technical questions
• Documents all interactions in CRM system in accordance with established criteria and SLAs
• Collaborates with other departments and functional areas to deliver an optimal student experience
• Acquires and maintains basic understanding of Gold Coast School products and systems necessary for effective job performance
• Open to other’s viewpoints and experiences
• Demonstrates empathy, patience and understanding with customers as well as teammates
• Assists with projects, initiatives and other duties as assigned

• H.S. diploma required, some or completed college preferred, and/or equivalent work experience
• 1 years of customer service or related experience preferred
• Bilingual communication skills (English and Spanish speaking, reading and writing) required.
• Ability to work a variety of office hours including occasional evenings, and some weekends
• High level of interpersonal, professional communication and problem-solving skills

• Ability to work independently as well as function as part of a high-performing team
• PC skills in Microsoft Office, Internet applications and database software
• Strong verbal communication and writing skills
• Must be comfortable with change and able to shift focus quickly
• Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
• Must be reliable and punctual
• Must be able to consistently lift 40 pounds