Job Description

• Title: Customer Success Specialist (Seasonal, 20-30 hours/week)
• Department: Customer Success
• Location: Remote
• Compensation: $25/hour

Key Responsibilities:

• Service tickets, phone calls, and chats in a timely and professional manner
• Effectively communicate with customers and Lavner Education staff
• Drive sales and bookings
• Assist with customer account management
• Demonstrate ability to manage multiple projects and priorities in a fast-paced environment
• Gain a strong understanding of the camps, policies, programs, courses, and software used in our programs to the extent that you can successfully discuss them with families
• See below for full details/description

Full Description:

Customer Support

• Work diligently to make sure that company performance meets the standard of excellence in customer and staff experience.
• Deliver exceptional service to our clients via phone, email, and chat while managing a high volume of inbound communications, in a professional and informative way.
• Gain a strong understanding of the camps, policies, programs, courses, and software used in our programs to the extent that you can successfully discuss them with families.
• Provide clients with personalized recommendations and detailed information regarding locations, availability, course offerings, and the overall registration process.
• Work in various areas of the Customer Success department to ensure the success of this department including but not limited to administrative duties in the department, liaisoning specific daily/weekly communications or reminders, tracking metrics and time sheets, ensuring efficient and professional communications between clients, seasonal CS team members, and camp directors to ensure positive outcomes for all involved, and other duties as requested.
• Assist in maintaining a positive culture within the Customer Success department through excellent communication and professionalism.
• Develop valuable relationships with clients by identifying their needs and assisting in troubleshooting and/or resolving issues with empathy, professionalism, and patience.
• Utilize your institutional and experiential knowledge to problem-solve and communicate when challenges arise to Customer Success managers and your direct supervisor(s).
• Expand sales output and booking demand.
• Provide information about optional add-on services at camp to potential and currently enrolled families.
• Follow the guidelines, policies, and protocol in our customer service/sales training program.
• Service tickets, phone calls, and chats in a timely manner according to normal business practices.
• Document, review, and make requested changes to customer accounts using the support desk ticketing system and camp management software.
• Help drive business development and growth through excellent customer service including obtaining positive reviews from happy customers.
• If you find yourself with downtime due to low volume during work hours, notify your direct supervisor(s) and ask if there are other items you can help with during your work hours.

General

• Collaborate with colleagues in a friendly, professional, and productive manner.
• Provide feedback and ways for Lavner Education to improve by providing valuable feedback and insight that fuel innovation and excellence, as requested by the Company.
• Anything else needed to prepare and successfully execute camp and year-round programs in a way that exceeds industry standards.
• Exhibit complete compliance with the policies and procedures, as described in your onboarding training and in your Employment Agreement.
• Such other duties and responsibilities as may be assigned by the Company in its sole discretion.

Key Qualifications:

• Minimum 2 years professional work experience in Customer Service, Sales, STEM Education, Management, or Business
• Bachelor's degree in Education, Business, Communications, Management, or a related field
• Detail-oriented with exceptional follow up
• Inclusive, professional, flexible, upbeat, and positive attitude
• Proven ability to handle difficult situations and resolve conflicts effectively