Job Summary
LMS Customer Care Specialist - 5-20 hours/week - Any location
$20-$25/hr
National Glass Association (NGA) is seeking a part-time/virtual LMS Customer Care Specialist who will be responsible for addressing customer needs and inquiries for NGA's online training platform, MyGlassClass.com. This role focuses on responding to inbound email or phone inquiries from potential customers, explaining MyGlassClass.com courses and pricing, signing up and enrolling new users, troubleshooting issues, answering questions and general customer care responsibilities. The LMS Customer Care Specialist reports directly to the Associate Director, Education & Training and works closely alongside the Instructional Designer/LMS Administrator, as well as with all content and education team members.
Essential Duties and Responsibilities
Inbound Sales:
Answers general MyGlassClass.com inquiries via phone and email. Passes any larger or enterprise-wide sales inquiries to Associate Director, Education and Training as needed.
Explains and/or demonstrates MyGlassClass.com courses, curriculum, pricing and site navigation to potential customers.
Enrolls and invoices new learners, including creating new learner or group accounts, enrolling OSHA purchasers and sending access instructions in coordination with Instructional Designer.
Other duties as assigned.
Customer Care:
Answers user questions about the site and troubleshoots user issues when they arise.
Assigns and tracks apprenticeship program courses for semester and enrollment periods per the apprenticeship program database in coordination with Instructional Designer.
Maintains and supports MyGlassClass.com customer accounts, to include billing, transcripts, and technical assistance in coordination with Instructional Designer.
Education
Bachelor's degree required.
Experience
Minimum of two years' experience in inbound sales and/or customer service roles.
Experience working with an LMS preferred.
IT/Technology background preferred.
Project management experience preferred.
Knowledge, Skills and Abilities
Highly developed and demonstrated customer service and sales skills via phone and email.
Ability to communicate complex ideas and procedures clearly and concisely.
Aptitude and interest in IT and computer technologies, research, setup and troubleshooting.
Understanding of Learning Management Systems (LMS) and interest in maximizing functionality.
Ability to balance multiple projects simultaneously, with effective prioritization. Superior time-management and communication skills.
Must be self-motivated and have ability to work independently.
Knowledge of Microsoft Word, Excel, Outlook, and effective researching practices.
NGA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
About National Glass Association
Founded in 1948, the National Glass Association (NGA) combined with the Glass Association of North America (GANA) on February 1, 2018 to form the largest trade association serving the architectural glass and metals industry supply chain, including glazing contractors, full-service glass companies, glass fabricators, primary glass manufacturers and suppliers to the industry. It is a technical powerhouse that brings some of the best minds to the table to create technical resources and promote and advocate for glass in buildings. NGA's education and training resources both in print and online at MyGlassClass.com and its official publications Glass Magazine and Window & Door, keep the industry knowledgeable and well-informed. NGA produces the industry's largest annual trade show in the Americas, GlassBuild America, hosts these events: Annual Conference, Building Envelope Contractors (BEC) Conference, Fall Conference, the Glazing Executives Forum, and is a co-sponsor of Glass Processing Automation Days (GPAD).
NGA's sister organization, the Window and Door Dealers Alliance, represents the interests of retail, wholesale, and installing dealers of new and replacement windows, doors, skylights, and related building products.
