Contract Customer Service Representative

Job Summary

Working fully remote on a contract basis, the Contract Customer Service Representative will provide responsive support to customers through various channels, assisting with account access, course navigation, and order processing while ensuring a positive learning experience.

Key responsibilities

• Provide thoughtful customer support via phone, email, chat, and case management, addressing issues related to login, course access, and technical troubleshooting
• Process customer orders and manage learner access within the LMS, ensuring accurate information is maintained across systems
• Document and prioritize customer cases using Salesforce Service Cloud, while collaborating with teammates to resolve issues efficiently

Required qualifications

• Previous experience in customer service or a customer-facing role preferred
• Bachelor's degree preferred or equivalent combination of education and relevant experience
• Experience with Salesforce Service Cloud or other CRM/case-management systems is a plus
• Proficiency in Microsoft Office and ability to quickly learn new systems
• A customer-first mindset with a positive approach and adaptability to changing business needs