Customer Support Lead

Edmentum, Inc.
Dallas, TX
30+ days ago

Job Description

Edmentum is committed to making it easier for educators to individualize learning for every student through simple technology, high-quality content, actionable data, and customer success. Founded in innovation, Edmentum’s powerful learning solutions blend technology with individual teaching approaches. We are dedicated to being educators' most trusted partner in creating successful student outcomes everywhere learning occurs. Our commitment is built off the emphasis we place on our core values: passion, people, respect, collaboration, and performance.

The Customer Support Lead role is a full-time position that delivers high quality customer support across different communication channels according to defined procedures, respecting quality and time. This role is responsible for ensuring customer issues and requests are resolved in a timely manner, while maintaining a positive, empathetic and professional attitude at all times. A successful candidate is an excellent communicator, enjoys solving problems and has a passion for customer service. Their ability to interact professionally and expeditiously with customers is of the upmost importance. They also serve as a coach/mentor to the Tier I team. This position reports to the Customer Support Manager.

Here's what you'll do:

  • Handle inbound and outbound customer interactions in a courteous, timely, and professional manner
  • Listen to customers, understand their needs, and resolve issues
  • Follow all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Utilize knowledge base and training to accurately answer customer questions
  • Research systems to find information to assist the customer
  • Accurately document and process customer issue and resolution in appropriate systems
  • Coordinate with other departments to resolve issues as applicable
  • Escalate or redirect technical issues beyond experience level to the appropriate team or team member
  • Escalate customer issues to management for resolution as needed
  • Ensure first call resolution through problems solving and effective call handling
  • Meet or exceed all metrics and performance measurements
  • Participate in ongoing proprietary product training and certification programs
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Listen, gather and analyze feedback from teams and report findings to the Customer Support Management Team
  • Serve as subject matter expert to the Tier I team and provide coaching and feedback through effective communication to help meet individual and department goals
  • Help Tier I members meet individual and department goals by providing developmental feedback, instruction and guidance
  • Partner with leadership to assist with onboarding and continuing education process
  • Adhere to all attendance and work schedule requirements
  • Manage and execute assigned projects to enhance the customer experience within the organization
  • Candidate must consistently meet/exceed all Support KPIs
  • Ad hoc duties as needed

Here's what you'll need:

  • 3+ years of experience in customer service, technical support, or administrative support in a contact center environment
  • High School Diploma or GED required
  • Associate degree preferred, or equivalent combination of education and work experience
  • Excellent verbal and written communication skills required
  • Proficient computer skills including proficiency in Microsoft Office (Outlook and MS Word) required
  • Experience with Salesforce, a plus
  • Effectively manages one's time and resources to ensure that work is completed efficiently
  • Strong technical troubleshooting and critical thinking skills
  • Excellent follow through, attention to detail
  • Ability to speak effectively before groups of customers or employees of organization.
  • Ability to maintain company goal of “Educator first” in the midst of difficult circumstances

Specialized knowledge skills, and abilities:

  • Exhibit a passion for exceptional customer service
  • Demonstrate professionalism and a positive attitude
  • Show strong initiative and ability to self-manage
  • Demonstrate effective written and oral communication skills
  • Show ability to work under pressure, manage multiple priorities and meet deadlines in a fast-paced environment
  • Demonstrate excellent problem solving, analytical skills and strong attention to detail
  • Demonstrate exceptional soft skills, showing the ability to fill voids and gaps in conversation with appropriate small talk
  • Assimilate and apply new job-related information in a timely manner
  • Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks
  • Embrace working in a collaborative team environment, but can manage themselves independently
  • Willingness to work extended hours as needed

Edmentum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.


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