Customer Service Representative

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers...

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the company?s

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly to serve >1 million customers annually and employ more than 1,000 mission-aligned

professionals.

Position Overview

This role is responsible for assisting and supporting customers/students throughout their efforts in achieving their professional learning goals. This position is a team-oriented, student-facing role that services internal and external customers. Members of this team are expected to adhere to policies and processes. Successful members of this team function as a role model for our values and foster a culture of care consistent with our mission, vision, and purpose.

What You'll Do
? Handles all incoming service-related inquiries via phone and digital communication channels (i.e. email, live chat, google reviews, etc)
? Follows up with students promptly and as necessary
? Adheres to established departmental metrics by level
? Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
? Troubleshoots general customer support technical questions
? Documents all interactions in CRM system in accordance with established criteria and SLAs
? Collaborates with other departments and functional areas to deliver an optimal student experience
? Acquires and maintains basic understanding of Gold Coast School products and systems necessary for effective job performance
? Open to other?s viewpoints and experiences
? Demonstrates empathy, patience and understanding with customers as well as teammates
? Assists with projects, initiatives and other duties as assigned
? *

What You'll Need to Succeed
? 1+ years of customer service or related experience preferred
? * Bilingual communication skills (English and Spanish speaking, reading and writing) required
? * Ability to work a variety of office hours including occasional evenings, and some weekends
? * High level of interpersonal, professional communication and problem-solving skills
? * Ability to work independently as well as function as part of a high-performing team
? * PC skills in Microsoft Office, Internet applications and database software
? * Strong verbal communication and writing skills
? * Must be comfortable with change and able to shift focus quickly
? * Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
? * Must be reliable and punctual
? * Must be able to consistently lift 40+ pounds
? H.S. diploma required, some or completed college preferred, and/or equivalent work experience
? *

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!

Colibri Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Colibri Group prohibits discrimination and harassment of any kind based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law