Join some of the world’s best problem-solvers, pioneers, and out-of-the-box thinkers.

EmergingEd is a leader in online skills training. We offer online upskilling courses in some of the most in-demand professional development areas to help individuals stay on the leading edge of major trends and emergent knowledge gaps. Our dynamic and innovative team shapes the culture of our company and powers our success. We are not a typical online education company – EmergingEd’s unique approach influences everything we do.

We sincerely care about the career development of working professionals. We support a network of people seeking to positively impact their careers. The Customer Support team is made up of highly energetic individuals who are relentless in assisting customers on their path to learning new skills.

We are seeking a Customer Support Specialist who will focus on supporting course takers through the full cycle, from shopping for a course to completing a course. The Customer Support Specialist builds relationships with online course takers, encouraging them to set themselves up for success; monitors progress; and implements solutions to help them when they are struggling.

This position reports to the Executive Director and is located in Chicago, IL near Ogilvie and Union Stations.

The ideal candidate:

• Has a demonstrated track record of supporting people taking online classes
• Is relentlessly determined, driven to clear all obstacles to address customer concerns
• Is prompt and reliable with regard to working hours
• Is accountable for arranging coverage, so that customers always receive outstanding service
• Exhibits meticulous attention to detail
• Is an excellent and patient communicator, comfortable interacting with customers, executive and program leadership, technologists, and curriculum production teams
• Displays the highest levels of integrity
• Operates with a strong work ethic, requiring minimal supervision
• Interacts with others using sound judgment, good humor, and consistent fairness in a fast-paced environment
• Wants to build and be part of a great team
• Has a curious and creative mindset – enjoys change!

Responsibilities:

• Be available by phone, email, and chat during coverage hours, so course takers can depend on receiving your live, personal answer and do not go into voice mail or give up and hang up
• Provide outstanding service by responding warmly and accurately to phone, text, email, and other inquiries from online course takers
• Assume accountability for customer retention, leaving no stone unturned to help course takers finish courses and hopefully take additional courses
• Follow communication protocols and customer success processes, smoothing communication with stakeholders
• Monitor course taker activity, intervening quickly to connect with customers who are not engaging in class
• Participate in customer onboarding, ensuring that course takers get off to a good start and receive rapid answers to technology questions
• Work closely with multiple departments like Operations, Finance, Technology, Marketing, Learning & Design
• Perform audits to ensure all course taker information data is entered into the Salesforce CRM correctly
• Distribute mass communications to course takers
• Address complex or highly-sensitive customer requests
• Identify gaps in processes and make recommendations for improvement
• Perform other duties, as assigned

Requirements:

• Bachelor’s degree required
• 1 to 3 years of experience in education, customer service, advising, mentoring, teaching, or related area
• Has a demonstrated track record of supporting online course takers
• Experience advising course takers over the phone highly preferred
• Excellent listening skills, including the ability to interact with others fluently using remote communication tools such as telephone, email, instant messaging, and social networks
• Outstanding oral and written communication and interpersonal relationship building skills
• Strong belief in the value of education for creating success in life
• Superior ability with MS Office and computers (both Mac and PC), and especially with MS Excel
• Comfortable learning and using new technology systems
• Facilitate conflict management and problem resolution