Client Care Specialist

2 weeks ago

Milwaukee, Wisconsin, United States Crisis Prevention Institute Full time

About Us:
Crisis Prevention Institute Inc. stands as the global leader in evidence-based training for de-escalation, crisis prevention, and dementia care services.

Since our inception in 1980, we have empowered over 15 million individuals across various service-oriented sectors, including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.


At CPI, our mission is to transform behaviors and minimize conflict for the Care, Welfare, Safety, and Security SM of all individuals. We are driven by empathy, compassion, and the significance of genuine connections. We believe that personal safety and security are essential to alleviating fear and anxiety. This philosophy is at the heart of our operations and shapes our core values.
As a member of our team, you can look forward to:

Making a meaningful impact through your contributions – You'll take pride in sharing your work with family and friends.

Gaining invaluable experience within a rapidly expanding organization – Opportunities range from entry-level positions to executive leadership roles.

Finding fulfillment and enjoyment in your work – We strive to create an environment where hard work is balanced with building relationships and celebrating achievements.


Your Responsibilities:


The Customer Support Associate plays a vital, entry-level role within the Customer Care team, providing prompt and precise service to CPI's customers and Certified Instructors (CIs) through various communication channels.

This position focuses on delivering seamless customer experiences and achieving the highest levels of first contact resolution (FCR).

In this role, you will address routine telephone inquiries and requests efficiently to resolve issues.

The Customer Support Associate will develop expertise by utilizing CPI's Customer Relationship Management (CRM) system and the Customer Support Knowledge Management System (KMS).

This position requires a comprehensive understanding of CPI's programs, events, policies, procedures, and payment card industry (PCI) compliance standards.


Daily Activities Include:
Providing thorough and accurate responses to incoming calls.
Delivering swift and effective resolutions to standard issues.
Entering and scanning State Tax Exemption certificates.
Processing event registrations and product orders, including shipment of kits.

Making outbound calls as needed to fulfill customer service requests and gather information necessary for completing registrations and orders.

Generating leads and offers for CIs to participate in Non Crisis Intervention (NCI) Renewal events.
Proactively suggesting improvements to enhance customer experience, organizational growth, and operational efficiency.
Carrying out other duties related to the position as assigned.

Qualifications:
High School Diploma or GED
At least six months of experience in customer service
A compassionate demeanor
Customer-centric approach
Strong analytical and problem-solving abilities, with keen attention to detail
Excellent verbal and written communication skills, along with effective listening abilities
Capability to learn and apply technical knowledge
Strong time management and prioritization skills
A collaborative mindset

What We Provide:
1st shift; Monday-Friday
$20.00 per hour based on experience, with potential for an hourly increase after successful completion of 90 days of employment
Comprehensive benefits package
401k

PTO
Health & Wellness Days
Paid Volunteer Time Off
Opportunities for continuing education and training
Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We do not discriminate against any applicant or employee based on age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity, or expression, marital status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable law.

We consider qualified applicants with criminal histories in accordance with local and federal regulations.

Our management team is dedicated to upholding this policy in all aspects of recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and overall treatment during employment.

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