Customer Service Representative

Customer Service RepresentativeLocated in beautiful Malvern, Pennsylvania, The Institutes® are a not-for-profit comprised of diverse affiliates that educate, elevate, and connect people in the essential disciplines of risk management and insurance. Through products and services offered by our nearly 20 affiliated business units, people and organizations are empowered to help those in need with a focus on understanding, predicting, and preventing losses to create a more resilient world.Additionally, we understand the importance of work-life balance—in 2025 Philly.com named us a Top Workplace for the tenth year and USA Today named us a USA Top Workplace for the fourth year. We provide excellent benefits and a friendly, team-focused work environment to drive employee engagement.HYBRID ROLE: Monday-Friday, with 2 days onsite per week at our Malvern officeSTANDARD SCHEDULE: 10:15 AM - 6:00 PM ESTThe Customer Service Representative is a knowledgeable, customer-focused professional who serves as the primary point of contact for The Institutes' customers across inbound and outbound channels. This role requires a strong understanding of the organization's products, programs, policies, and procedures, with the ability to apply that knowledge accurately in every interaction. The representative must also be proficient in systems such as SIMMS and FreshDesk, troubleshoot customer issues, support self-service resources, and identify recurring trends to improve the customer experience. The ideal candidate takes ownership of customer outcomes, collaborates effectively with teammates, and continually builds product and system expertise.What You'll Do:Product Knowledge Stay up to date on our products, programs, services, pricing, and policiesAnswer customer questions about courses, study materials, exam registrations, fees, dates, grade history, continuing education certificates, and transcripts.Keep up with changes to products and policies and procedures well enough to help guide others when neededRecommend other Institutes products and services to customers when relevantSystems and Troubleshooting Use SIMMS and other Customer Success systems to keep customer and student records accurateEnter customer, student, and order data into SIMMS correctly and catch/fix errorsProcess orders in SIMMS, including large or complex orders, and escalate exceptions to management with documentationTroubleshoot common customer issues with account access, orders, digital products, and exam registrations; escalate complex issues with documentationLog and manage tickets in FreshDesk, including categorizing, prioritizing, and updating status; meet SLA targets for response and resolution timesUse FreshDesk reports and queues to manage your own workload and keep tickets from agingSuggest improvements to systems, workflows, and processes based on what you see day to dayComfortable working across multiple systems/platforms at the same time in a fast-paced environmentHelping Customers Self-Serve Point customers to knowledge base articles, help portal resources, or self-service tools when appropriateEscalate issues to management when self-service content is missing or needs updatesPattern Recognition Inform manager about recurring customer issues or friction points you have noticedDocument issues and how they were resolved to help build out the knowledge baseCustomer Engagement Be available and responsive on calls, emails, chats, and other assigned channels per your scheduleSupport outbound outreach to existing customers about relevant products and servicesHandle all customer contacts, including complex or escalated situations accurately and on timeGenuine commitment to putting the customer's best interest firstTeamwork Work with your manager and teammates to solve problems and share best practicesSuggest ideas for improving processes and systemsTake on other tasks as needed from your manager or others in the chain of commandManages competing priorities effectively without sacrificing qualityEducation and ExperienceRequired: High school diploma or equivalent1-3 years experience in customer success, customer service, communications, sales, or account managementDemonstrated ability to learn and accurately articulate complex product and policy information.Active team player, self-starter, and multitasker who can quickly adjust priorities in a dynamic environmentPreferred: Associates' or bachelors' degree in a related fieldCompletion of an Institutes' designation program or equivalent professional certificationInsurance industry experienceFamiliarity with FreshDesk or comparable ticketing platformsExperience with CRM systems and customer database managementWork Environment & Physical DemandsPrimarily office based with the majority of time spent on the telephone and working at a computer across multiple platforms and systemsRequires sustained focus and ability to manage high volumes of customer interactions accurately and professionally throughout the workdayHYBRID ROLE: Monday-Friday, with 2 days onsite per week at our Malvern officeSTANDARD SCHEDULE: 10:15 AM - 6:00 PM ESTEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. The Institutes