Kaplan - Customer Experience Specialist

About Company :

Kaplan is a leading US-based Education Product company, we are one of the world's largest and most diverse education providers. Throughout our more than 80-year history, Kaplan has been a beacon for expanding educational access and a leader in instructional innovation.

Job description :

As a Customer Experience Specialist, you'll provide exceptional customer service by providing guidance and resolving issues through digital channels. You'll work autonomously to provide customers with the tools they need to succeed while maintaining performance metrics. This position requires adaptability, urgency, problem-solving, and critical thinking around factors that impact the customer experience.

This is the job for you if:

You have stellar interpersonal and written communication skills.

Youre an enthusiast for customer service and capable of working with a high volume of inbound content.

Youre tech-savvy and can work in multiple systems with precision and ease.

You jump at the opportunity to collaborate with a team and enjoy building relationships.

You stay calm under stress and think creatively to solve problems.

You have sharp instincts for discovering the source of an issue and finding a resolution.

Youre, at heart, very adaptable and can maintain high levels of productivity in a fast-paced environment.

Bonus points for a passion for education!

Key Responsibilities :

Proactively resolve issues and build trust with our customers by understanding their needs, determining the cause of their problem, and partnering to find the best resolution through support channels including but not limited to phone, chat, and email

Facilitate consultative conversations in order to guide students on how to access and use their test prep resources

Bring awareness to management around anything that would impact the student experience to bring about improvements

Find solutions to customer inquiries by using your resources including our internal databases, managers, and your support team

Create a personalized, positive, and effortless customer experience for our students so that any issues are resolved in their first contact

Advocate for students by identifying and escalating priority issues

Research case history for each student to understand the customer story

Effectively meet customer needs by building relationships, and taking ownership of customer satisfaction

Prioritize your daily tasks and manage your schedule effectively

Follow up on commitments and cases with students

Maintain detailed notes on all customer interactions

Other duties and projects as assigned

Skills & Abilities :

- Adaptability You treat change as an opportunity for learning and continuous improvement; focus on the beneficial aspects of change; and speak positively about the change to others.

- Customer Centricity You anticipate customers needs whenever possible and respond quickly and accurately. You attempt to exceed expectations for every customer on the first interaction.

- Communication You adjust your communication to match your audience and you have excellent written and verbal communication skills.

- Initiative You proactively take action to improve a situation without waiting for explicit instructions; you recognize and respond to opportunities in order to reach a goal; seek new and improved techniques, solutions, and approaches to completing work. Youre not afraid to share feedback.

- Time Management You can easily handle multiple tasks at the same time while considering plans for future tasks. You thoughtfully plan your schedule and skillfully discern between the urgent and the important to consistently meet deadlines.

- Achievement You set high standards for yourself and strive to improve your own performance by exceeding your professional and performance goals. You have a passion for your work and go above and beyond to improve. You have an openness to accepting feedback and you enjoy celebrating achievements.

- Positivity You approach every situation, even tough ones, with positivity and optimism. You spread enthusiasm and encourage others to be positive.

- Responsibility Youre conscientious and reliable. You take ownership of achieving your goals. Because you are consistent and dependable, you ensure high levels of quality in your work.

- Resilience Youre hardworking and willing to pitch in and help. You thrive in a fast-paced environment and do well in stressful situations. You persevere with confidence in the face of challenges.

- Team PlayerYoure a great cross-functional teammate and love to work closely with others to meet team goals.

Requirements :

- 2 to 6 years of Customer Service experience in Chat and Email support. Work experience in a US-based process will be an added advantage.

- Bachelors Degree

- Proven drive to iterate and improve the student experience

- Ability to work full-time with a flexible schedule including rotational shifts, nights, weekends, and split days off

- An enthusiast for customer service and capable of working with a high volume of inbound content.

- Embracive of a fast-paced working environment with evolving job responsibilities

- Desire to thrive in an innovative, creative, and teamwork-oriented professional environment.

- This document is not intended to cover or contain a comprehensive listing of all job-related activities, duties, or responsibilities that are required of the employee.

Kaplan is an equal opportunity employer providing equal employment opportunity (EEO) to all applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

Key Skills - US Process, Email Support, Customer service, chat, communication skills, Customer Management