Customer Support Specialist

Job Title 

Customer Support Specialist

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

We are looking for an enthusiastic and dedicated Customer Support Specialist (CSS)  with excellent written and verbal communication skills to enhance the Kaplan customer journey. You will be tracking all points of customer engagement, addressing customer queries, and connecting with Product Owners, Technical Specialists, and other internal stakeholders to resolve complex customer issues while identifying ways to improve the customer experience.
 

To ensure success as a Customer Support Specialist, you should exhibit in-depth knowledge of customer engagement channels, processes, and products. A top-notch Customer Support Specialist will be someone whose expertise results in excellent customer relationship management and a positive Kaplan brand image. A successful CSS is engaging, solution-oriented, curious, and a problem-solver, and they view their role through the lens of the customer.

Customer Support Specialists provide potential and existing customers with exceptional service. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize the customer experience and brand awareness.
 

Key Job Responsibilities 

• Answer incoming contacts via voice, chat, email, and social media platforms, and offer best-in-class service including anticipatory service.
• Thoroughly document contacts and statuses in the CRM.
• Collaborate with internal stakeholders to communicate customer queries and solve issues.
• Identify and effectively communicate suggestions to improve the customer experience to appropriate stakeholders.
• Align customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Upsell products when appropriate and follow the applicable lead-generation guidelines.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Respond to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Perform product tests, evaluate after-sales and support services, and facilitate improvements. Act as a customer experience SME as needed.
• Document processes and log technical issues, as well as customer compliments and complaints.

Minimum Qualifications:

• 1 year of experience in Customer Service, Customer Experience, and Inside Sales
• Outstanding communication skills
• Ability to work independently in a remote environment

You must also satisfactorily pass the required training for your position in order to maintain continued employment.

We offer a competitive benefits package including:

Remote work provides a flexible work/life balance
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Access to health and wellness benefits new hire eligibility starts on day 1 of employment
Access to 401K Savings Plan company match provided after eligibility is met
Employee Discounts enjoy discounts, rewards, and perks on thousands of the brands you love in a variety of categories
And so much more!

The hourly rate for this position is $19.00.

Location

St. Petersburg, FL, USA

Additional Locations 

Remote/Nationwide, USA

Employee Type

Employee

Job Functional Area 

Contact/Call Center Ops

Business Unit

00092 Kaplan Health

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and tota