As a customer support representative, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents, and students. 

Responsibilities:

• Provide an exceptional, committed, full life cycle customer experience to our users through phone, email and chat support 
• Deliver informal and helpful product training to users as needed
• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
• Strive for first-contact resolution with each interaction
• Take ownership and tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations
• Proactively look for ways to identify trends and improve our processes
• Collaborate with other team members to ensure consistent and seamless services to Wyzant customers while also exercising time management and task prioritization
• Update customer information in Zendesk during and after each correspondence 
• Deliver exceptional quality and satisfaction scores. Maintain other individual metrics to the satisfaction of your manager

Requirements:

• 2+ years experience in a customer-facing position
• Demonstrate patience and attentiveness in all communication and interactions
• Motivation to meet and exceed expectations in a metrics-driven environment.
• Exceptional verbal and written communication skills
• Detail-oriented with strong organizational skills 
• Ability to think critically and creatively in order to proactively and independently solve problems
• Experience with computer operating systems and ability to troubleshoot on demand
• Maintain a positive and professional attitude and outlook with customers and coworkers
• Adhere to attendance and scheduling policies

Compensation:

• $15.50/hr starting with full benefits 

Hours:

• 40 hours per week. Anticipated shift is 12pm-8pm Monday-Thursday, 10am-6pm Friday. Holiday coverage may be required. This position is based in Chicago.