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Customer Support Specialist

4 months ago

Milwaukee, United States Crisis Prevention Institute Full time

**Our Story**:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the _Care, Welfare, Safety, and Security_SM of everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.

**As a member of the team, you can expect to**:

- Make a difference through your work - You’ll be proud to tell your family and friends about what you do.
- Gain significant career experience only obtained within a fast-growing organization - Entry-level roles through executive leadership.
- Feel fulfilled and have fun - We work hard but make the time to build meaningful relationships and celebrate the wins.

**The Role**:
The Customer Support Specialist is a critical role within the Customer Care team that delivers fast and accurate service to CPI’s Customers and Certified Instructors (CIs) via multiple channels. The Customer Support Specialist’s emphasis is on delivering “effortless” customer experiences and the highest levels of first contact resolution (FCR).

This position will provide complete responses to relatively routine telephone inquiries and requests quickly and effectively to resolve issues. The Customer Support Specialist will acquire and demonstrate competence by leveraging CPI’s Customer Relationship Management (CRM) system and Customer Support’s Knowledge Management System (KMS). This role will demonstrate a thorough knowledge of CPI’s programs, events, policies and procedures, and payment card industry (PCI) compliance standards.

**What You Get To Do Everyday**:

- Deliver quick and effective resolution to routine issues.
- Process event registration and product order forms; including those that involve credit card payments.
- Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
- Generate leads and offers to register CIs in CPI renewal events.
- Take the initiative to offer suggestions to improve the customer experience, organizational growth, and operational efficiency.
- Support Associate and Representative requests for assistance on complex technical issues and work with customers to resolve issues quickly and effectively.
- Track technical support requests for and captures details that relate to issue resolution.
- Manage cases and open tickets to ensure same-day resolution is achieved.
- Communicate effectively with customers on the status of their tickets and resolution.
- Act as liaison to the Help Desk, to collaborate with the team on customer callbacks.
- Act as a single point of contact to the customer and other internal stakeholders.
- Support activities designed to identify and address root-causes, to reduce the volume of technical issues.
- Support the development of Frequently Asked Questions (FAQs) available on the client portal.
- Process complex transactions that include product returns, customer invoice issues, registration returns and rebills.
- Perform quality assessment and inspections, including monthly “match-back” reports, hold batch inspections, and daily registration accuracy assessments.
- Strive to achieve same-day resolution and keep the customer informed when additional time is needed.
- Perform other position-related duties as assigned.

**You Need to Have**:

- High School Diploma or GED
- Two years or more of work experience in customer service
- Compassionate individual
- Customer focused
- Strong analytical and problem-solving skills, with attention to detail
- Excellent verbal and written communication and effective listening skills
- Ability to learn and utilize technical learning
- Ability to prioritize time management skills efficiently
- Ability to work in a collaborative environment

**What We Offer**:

- 1st shift; Monday-Friday
- $22.00 - $23.00/Hour based on experience, plus potential for a hourly increase after the successful completion of 90-days of employment
- Comprehensive benefits package
- 401k
- PTO
- Health & Wellness Days
- Paid Volunteer Time Off
- Continuing education and training
- Hybrid work schedule
- Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual_ _orientation, gender, gender identity, or expression (including a