Customer Support Representative

Job Description

Job Description

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the  Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
• Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

CPI’s Customer Care department helps to drive top- and bottom-line growth by delivering the very best pre- and post-certification support and effortless customer experiences.

The Support Representative occupies a critical role within the Customer Support team as it delivers fast and accurate service to CPI’s customers and Certified Instructors (CIs) via multiple channels. The Representative’s (and team’s) emphasis is on delivering “effortless” customer experiences and the highest levels of first contact resolution (FCR). The Representative provides complete responses to telephone and email inquiries and requests and works to quickly and effectively resolve their issues. The Representative demonstrates competence leveraging CPI’s Customer Relationship Management (CRM) system, the Great Plains accounting system, and Customer Support’s Knowledge Management System (KMS). The Representative also demonstrates a thorough knowledge of CPI’s programs, events, policies, procedures, and PCI compliance standards. Last, the Representative generates leads that fuel the Instructor Certification Program (ICP) growth and high levels of CI renewals, improving retention and revenue.

What You Get To Do Everyday:

• Provide complete and accurate responses to customer requests arriving via telephone and email.
• Deliver quick and effective resolution to most issues.
• Process event registrations and product orders, including those that involve credit card payments.
• Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
• As appropriate, generate leads and offer to register CIs in NCI Renewal events.
• Take the initiative to offer suggestions that improve customer experience, organizational growth, and operational efficiency.
• Consistently maintain a pattern of regular and predictable attendance, ensuring presence during all scheduled work hours and contributing to the overall efficiency and productivity of the team.
• Perform other position‑related duties as assigned.

Qualifications:

• Highschool Diploma or GED
• Two or more years of work experience in the customer service industry
• English Language proficiency
• Compassionate individual
• Customer focused
• 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

• Bachelors Degree
• Experience within a contact center environment
• Spanish or French language proficiency

What We Offer:

• 1st shift; Monday-Friday (9:30 a.m.- 6:00 p.m.)
• Competitive pay
• 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. The Company will consider for   employment qualified applicants with criminal histories in a manner consistent with local and federal   requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement,   promotion, transfer, training, compensation, benefits, employee activities, and general treatment during   employment.

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