Customer Care Specialist

2 weeks ago


Herndon, United States Learning Tree International Full time

Customer Care Specialist Location: Herndon, VA Employment Type: Non-exempt (hourly) JOB SUMMARY Customer Care Specialist (CCS) are responsible for providing top notch service to our customers by answering all incoming telephone, as well as pro-actively contacting customers regarding course confirmations, cancellations, transfers and other customer service issues. Additionally, CCSs are expected to sell/up-sell Learning Tree products and/or generate leads for Sales by matching appropriate courses/products to customers' needs. CCSs are also required to capture all details of customer interactions and enter information into our CRM. JOB RESPONSIBILITIES Receives and responds to incoming sales calls/chat Follows 10-step script on all incoming calls Provides training solutions to customers based on probing. Enrolls customers in requested course(s) and programs Obtains all necessary information from the customer to further the sales process, and aids in identifying and registering clients in the proper course(s) Performs lead generation activities Documents all calls and web inquiries in the CRM tool Achieves daily/weekly/monthly sales goals as assigned by manager Calls attendees on canceled courses to transfer them to an alternative date Review course evaluations and follow up with customers who assigned low grades Addresses any complaints from customers and escalate to management Other duties as assigned SKILLS, EDUCATION AND/OR EXPERIENCE REQUIRED Minimum 1-year experience in customer service Customer care within the Technology, Learning, or Hospitality industry. Sales calling is preferred Associate degree or above preferred Strong written and verbal communication skills Ability to effectively communicate with our customers in a professional manner #J-18808-Ljbffr



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