CUSTOMER CARE SPECIALIST - Learning Tree International : Job Details

Customer Care Specialist

Location: Herndon, VA

Employment Type: Non-exempt (hourly)

JOB SUMMARY

Customer Care Specialist (CCS) are responsible for providing top notch service to our customers by answering all incoming telephone, as well as pro-actively contacting customersregarding course confirmations, cancellations, transfers and other customer service issues. Additionally, CCSs are expected to sell/up-sell Learning Tree products and/or generate leads for Sales by matching appropriate courses/products to customers' needs. CCSs are also required to capture all details of customer interactions and enter information into our CRM.

JOB RESPONSIBILITIES

* Receives and responds to incoming sales calls/chat

* Follows 10-step script on all incoming calls

* Provides training solutions to customers based on probing.

* Enrolls customers in requested course(s) and programs

* Obtains all necessary information from the customer to further the sales process, and aids in identifying and registering clients in the proper course(s)

* Performs lead generation activities

* Documents all calls and web inquiries in the CRM tool

* Achieves daily/weekly/monthly sales goals as assigned by manager

* Calls attendees on canceled courses to transfer them to an alternative date

* Review course evaluations and follow up with customers who assigned low grades

* Addresses any complaints from customers and escalate to management

* Other duties as assigned

SKILLS, EDUCATION AND/OR EXPERIENCE REQUIRED

* Minimum 1-year experience in customer service

* Customer care within the Technology, Learning, or Hospitality industry.

* Sales calling is preferred

* Associate degree or above preferred

* Strong written and verbal communication skills

* Ability to effectively communicate with our customers in a professional manner