Customer Service Lead

2 months ago

Gilbert, United States Ascend Learning Full time

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

For over 35 years, National Academy of Sports Medicine(NASM) has set the standard in fitness education with best-in-class evidence-based programs. We have educated over 1.4 million fitness professionals in over 100 countries, creating a global space for optimal well-being and fitness. From personal training to nutrition coaching, wellness to sports performance, NASM trainers and specialists work at every level to help all clients set and reach their own unique goals.

What You'll Do

We are looking for a Customer Service Lead in our Gilbert, AZ office. You will work with our customer service team to meet customer expectations and maintain a high-quality work environment.

WHERE YOU’LL WORK

This position will work hybrid from our Gilbert, AZ office.

How You’ll Spend Your Time

Provides daily leadership to customer service staff to meet customer expectation. Ensures timely processing of customer orders and helps resolves customer disputes. Identifies system and workflow improvements to enhance the team’s efficiency. Day to day employee management ensuring goals are met, motivating, recognition, coaching, counseling, training, and problem solving. Acts as the first point of contact for escalated issues that cannot be resolved by the member services team. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Proactively identifies root causes of issues and makes recommendations for process improvements future state. Assists in special projects or assignments as needed by the business.

What You'll Need

Minimum of 3 years of customer service. High school graduate or equivalent. Friendly and resolution focused interpersonal skills. Experience managing and developing employees. Articulate verbal and written communication skills. Experience navigating various business systems to support customer inquiries. Problem solving skills. Ability to prioritize and multi-task in a fast paced environment. Interest in fitness and training preferred. Certified Personal Training (CPT certification) highly desired.

Benefits

Flexible and generous paid time off Competitive medical, dental, vision and life insurance 401(k) employer matching program Parental leave Wellness resources Charitable matching program Hybrid work On-site workout facilities (Leawood, Gilbert, Burlington) Community outreach groups Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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