Customer Support Associate

1 week ago


Milwaukee, Wisconsin, United States Crisis Prevention Institute Full time
About the Role

The Customer Support Associate is a key position within the Customer Care team, responsible for delivering exceptional service to CPI's customers and certified instructors through multiple channels. This role emphasizes providing effortless customer experiences and achieving high first contact resolution (FCR) rates.

Key Responsibilities
  • Respond to inbound telephone calls and provide complete and accurate responses.
  • Deliver quick and effective resolution to routine issues.
  • Enter and scan State Tax Exemption certificates.
  • Process event registrations and product orders, including kit shipments.
  • Place outbound calls as necessary to satisfy customer service requests and secure information needed to complete registrations and product orders.
  • Generate leads and offers to register CIs in Non-Crisis Intervention (NCI) Renewal events.
  • Take the initiative to offer suggestions to improve the customer experience, organizational growth, and operational efficiency.
Requirements
  • High School Diploma or GED.
  • At least six months of work experience in customer service.
  • Compassionate individual with a customer-focused mindset.
  • 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.
Preferred Qualifications
  • College degree.
  • Proficient in Spanish or French.
  • Two years or more of work experience in customer service.
What We Offer
  • 1st shift; Monday-Friday.
  • $18.00 - $20.00/Hour based on experience, plus potential for an 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 against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law.



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