Client Support Services Representative

Committee for Children is a nonprofit working globally to foster children’s social-emotional development and prevent bullying, violence, and child abuse. Our research-based social-emotional learning programs are used in more than 25,000 schools in the US and 70 countries around the world. These programs help more than 13 million children each year stay safe, respect themselves and others, succeed in school today, and build a better world for tomorrow.

The Client Support Services (CSS) Representative is responsible for building and maintaining relationships with customers, and providing customer service, sales support, order assistance, and product consultation. The CSS Representative will provide assistance to prospective and existing clients, primarily by phone and email, about Committee for Children’s programs, including supporting the order-fulfillment process and resolution of client problems.

Shift: Following a training period, this role will work Monday–Friday, 6:00 a.m.–2:30 p.m.

Primary Responsibilities Include

Customer Service & Support

  • Provide accurate and timely follow-through on all client requests, including order support, pricing inquiries, adjustments, and cancellations
  • Build positive ongoing relationships with prospective and existing clients
  • Guide clients and staff in resolving client problems, questions, and concerns

Technical Support

  • Diagnose and resolve login and other technical problems related to SecondStep.org and the online learning management system
  • Use best practices and techniques to troubleshoot computer application malfunctions
  • Provide support in resolving technical problems, questions, and concerns, including escalating and prioritizing issues
  • Manage the back-end online administration and reporting tools for online training, community websites, and services

Internal Communications & Data Management

  • Communicate client information, leads, and requests, and give feedback to other departments and stakeholders
  • Effectively use computer, CRM, and database systems to enter accurate client information and record/create quotes
  • Internally communicate new business development opportunities
  • Other duties as assigned

Qualifications

  • High school diploma or GED equivalent required; bachelor’s degree in business, education, communications, or related field strongly preferred
  • 1+ year of experience in a customer service capacity in an inbound call center or office environment that requires technical support
  • Website or online video troubleshooting experience and strong knowledge of web environments, search, browsers, and communication tools
  • 2+ years of experience with database or customer relations management (CRM) software
  • Knowledge of common software applications and web services (Microsoft Office Suite, SharePoint, etc.)
  • Experience working in education or with educators desired
  • Familiarity with the field of social-emotional learning
  • Strong customer service, interpersonal, communication, and conflict-resolution skills
  • Excellent attention to detail

How to Apply

Applications for this position are accepted through our online application process only. Please send your letter of interest and resume in a single document to https://careers-hrpmsi.icims.com/jobs/2276/client-support-services-representative/login

 

EEO Employer/Disabled/Vets