Job Description

Job Description – E-Commerce Sales and Customer Support Associate-- MCL

Division / Department: MCL

Reports to (position): Managing Director, MCL

Level / Grade: Individual Contributor

Location: Alpharetta, GA

Employment Type: 40 hrs a week

Work Conditions: Office/Warehouse (Onsite)

Travel: Up to 5%

Telecommute: No

Minimum Educational Req: High School diploma or equivalent

Years of Experience:2+ years of experience

Position Summary: A team player who enjoys motivating and encouraging others and has the desire to deliver “white glove” level customer service. We help individuals prepare for state-mandated contractor exams. We run multiple e-commerce sites and are the industry leaders when it comes to online training. You will be working with our sales team to provide sales support, customer education, and website updates. You will also help update and create training course materials.

Key Responsibilities

• Answer phone calls, chats and emails to support customers
• Support customers in answering questions, purchasing products and other general inquires
• Supports automation and customer self-help initiatives
• Identify trends in customer interactions to improve support and engagement strategies.
• You have a passion for accuracy and quality and clear communication
• Must be able to work a flexible schedule that may include evenings
• Support various projects as needed/necessary

Qualifications & Skills:

• Excellent verbal and written communication skills
• The ability to type 40+ words per minute
• Creative thinking and problem-solving skills
• The desire for continued personal growth
• Experience with CRM, LMS, and project management tools a plus
• Experience with Google-based web platform and tools

Supervisory Responsibility:

This position does not supervise the work of others.

Internal and external interaction:

This position interacts with peers both in and out of department and their immediate manager on a regular basis. They interact with customers directly in daily interactions as well as escalation or support situations in a defined geographical area. They may interact with managers in other departments and vendors.

Physical Requirements

The physical demands of this position are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employment benefits granted upon hire date:

• Tuition reimbursement, subject to approval
• Paid company holidays (9 days off per year)
• Flexible Time Off (FTO), as described in the employee handbook

Employment benefits granted the first of the month following 30 days of employment include:

• Voluntary participation in Career Certified’s medical, dental, and vision plans, as well as supplemental insurance options
• Voluntary participation in Career Certified’s 401k plan