Customer Service Representative

Customer Service Representative (Full-Time) Job Description

The Trauma Resource Institute ("TRI") is an international non-profit organization based in Claremont, California. TRI is committed to building trauma-informed and resiliency-informed and focused individuals and communities through the Community Resiliency Model (CRM) and Trauma Resiliency Model (TRM). The two models are designed to restore balance and healing after stressful and traumatic life events. TRI's work has been brought to 50 states in the United States and 75+ countries around the world. *Relocation to Claremont not necessary to apply.

SHORT DESCRIPTION

The Customer Service Representative serves as a key member of TRI's training and participant support team. This role oversees customer communication through the "hello" email account, manages training registrations and confirmations, assists participants with certification questions, and grades materials in the Litmos Learning Portal. A successful candidate will bring professionalism, empathy, and strong organizational skills to help maintain TRI's high standard of care and support in all participant interactions.

TRI sustains a robust training calendar as well as provides emergency disaster response. There are times when schedules have to be reorganized because a crisis has happened and our team may have to respond to those events in person, virtually, or coordinate a response. To be successful in this role, you should be well-organized, have great time management skills, be flexible, be able to work under time constraints, and be a self-starter.

KEY RESPONSIBILITIES

• Customer Communication: Manage the "hello@…" inbox; respond promptly to general inquiries about TRI programs, trainings, schedules, and certification requirements. Maintain a compassionate, trauma-informed, culturally sensitive communication style.
• Training Registration & Participant Support: Process training registrations and track attendance lists. Send confirmation emails, reminders, updates, and post-training communications. Monitor registration number to ensure trainings are well attended.
• Certification Management: Review and grade assignments or required materials submitted via the Litmos Learning Portal. Track participant progress, update certification statuses, and communicate completion details. Assist individuals with questions about certification timelines, requirements, or next steps through "hello@..." inbox.
• Program Coordination & Documentation: Maintain up-to-date records for registrations, participant communication, certifications, and follow-ups. Collaborate with the TRI team to ensure smooth course scheduling, reporting, and issue escalation.
• Scholarship Coordination and Review: Review scholarship applications from customers and determine eligibility, communicate concerns to leadership, and track scholarships received for reporting purposes.

EDUCATION AND EXPERIENCE

• Prior experience in customer service, training coordination, education programs, or nonprofit settings preferred.
• Strong written and verbal communication skills and comfort responding to high-volume email inquiries.
• Commitment to TRI's mission and trauma-informed values.
• Fully Certified or Provisionally Certified CRM Teacher required
• AA or B.A degree or equivalent experience in related field required.
• Prior experience working in a hybrid/remote work environment preferred

KNOWLEDGE, SKILLS, AND ABILITIES

The following knowledge, skills, and abilities may be acquired through a combination of formal schooling, self-education, prior experience, or on-the-job training.

• Daily responsibilities: Highly organized, detail-oriented, and able to manage multiple concurrent tasks. Proven customer support, problem-solving, advocacy, and conflict resolution experience.
• Trauma and Resiliency-Informed Communication: Uses a grounded, empathetic, non-judgmental, and solution focused approach in all interactions. Patient, empathetic, and passionately communicative. Excellent oral and written communication skills.
• Organizational Excellence: Effectively prioritizes, tracks deadlines, and maintains accuracy in fast-moving environments.
• Problem-Solving & Follow-Through: Identifies solutions, anticipates participant needs, ensures timely follow-up.
• Technical Competence: Confident with online learning platforms, email systems, spreadsheets, and workflow tools. Competency with Zoom, Microsoft Office, and Google Suite required. Strong computer skills and willingness to learn new software and programs as needed.(Litmos Learning Portal, Slack, Asana, Dropbox etc)
• Cultural Humility & Inclusion: Demonstrates sensitivity and respect across diverse backgrounds. Customer orientation and ability to adapt/respond to different types of people and situations.
• Professionalism & Integrity: Represents TRI's values, maintains confidentiality, and upholds clear boundaries.
• Self-Starter: Ability to work independently, take initiative, participate as an effective team member, and follow tasks through to completion.
• Enjoys working within a small, entrepreneurial environment that is mission-driven.
• Ability to lift, carry and/or pull at least 20 pounds.
• Requires Driver's License, car, and proof of car insurance.

Location: Remote position to be based at home with potential for occasional in person work related to trainings. Preference for candidates local to Claremont, CA. Requirement to live in California, Arizona, Tennessee, West Virginia or North Carolina.

Schedule: Full-time. Generally,Monday-Friday workweek. However, during trainings, some weekends are required. TRI's business hours are Monday-Friday 9am-5pm Pacific time.

Status: Non-Exempt

When: ASAP

Closing Date: When filled.

Job Type: Full-time

Pay: $ $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Flexible schedule
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan

Work Location: Hybrid remote in Claremont, CA 91711