Customer Service Representative - Admin

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,and the community as a whole.
We have a rich and storied history. Colibri is one of the pioneers of online professional education,introducing some of the first web-based professional education courses in 2001. Today, the company’sfamily of brands are the leading online professional education platforms in their respective end-markets.We proudly to serve >1 million customers annually and employ more than 1,000 mission-alignedprofessionals. To learn more, please visit: www.colibrigroup.com
Position Overview:The Customer Service Admin is responsible for managing customer communications across various digital and voice channels, ensuring timely and accurate responses while maintaining a high level of professionalism and empathy. This role requires proficiency in navigating multiple communication platforms and a deep understanding of the company's brand ecosystem. The ideal candidate will be adept at resolving customer issues, documenting interactions, and adhering to quality assurance standards.

What You'll Do

• Efficiently manage and respond to customer queries via email, chat, and other digital channels
• Additionally, required to help handle elevated voice channels when necessary
• Maintain a high level of professionalism and empathy in all customer interactions
• Ensure timely and accurate responses to customer inquiries. (2 Business Day SLA)
• Demonstrate proficiency in navigating and managing multiple communication platforms
• Adapt to various forms of customer communication styles and platforms
• Actively learn and maintain a deep understanding of the products and services in all brands within the assigned ecosystem
• Keep abreast of changes and developments within each brand to provide accurate and relevant support
• Adapt to the evolving needs of the business and expand brand knowledge as new brands are integrated into the ecosystem
• Identify customer needs and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Provide technical support and fast-paced critical thinking to anticipate our customer’s current and future needs
• Escalate unresolved issues to the appropriate internal teams
• Properly document and maintain accurate records of customer interactions and transactions
• Maintain comprehensive and up-to-date knowledge of the company's products, services, and policies
• Adhere to communication expectations, guidelines, and policies
• Participate in quality assurance efforts and continuous improvement programs

What You'll Need to Succeed

• High school diploma or equivalent  
• Proficiency in Microsoft Office  
• 2 years of Customer Service experience required  
• 1 year of Customer Service admin experience
• 1 year of technical support experience preferred  

Who You Are

• A positive, friendly, and approachable personality 
• Must handle obstacles with grace, accuracy, and urgency. 
• Ability to remain calm under pressure 
• Ability to work independently 

What We Offer

• 401(k) matching  
• Health, Dental & Vision Insurance  
• 20 days of PTO  
• 9 paid holidays 
• Paid 2-week training  
• Maternity leave  
• 2 perfect days a year 
• 3 floating holidays (prorated from when you start) 
• Growth opportunity and career path (Ability to learn additional brands to earn a pay raise) 
• Bonus incentives monthly and quarterly  
• Employee Assistance Program  
• Professional Education Coursework  
• Tuition Reimbursement 

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!