Customer Care Representative Level 1

Position Description: CharacterStrong values uncommon responsiveness and our Customer Care Representatives play a crucial role in maintaining that value. The Customer Care Reps handle our daily customer service communications. The maintenance of our shared info and support inboxes, general voicemail boxes, and customer inquiry submissions lives in the Customer Care Rep world. Customer Care Reps are responsible for supporting our customer base and providing prompt responses to inquiries related to our products, services, free resources, content, technological applications, account management, etc.

CharacterStrong's Background & Mission

CharacterStrong, a FullBloom Company, is a fast-paced, tech education company that makes PreK-12 digital, social-emotional learning curricula and offers professional learning opportunities to support schools with implementation. Theres currently a team of more than 90 full-time employees and over 30 contractors and interns collaborating to bring this work to life. Our mission is to create a more loving world by equipping educators with tools to teach the critical social, emotional, and character skills necessary to foster a more empathetic, connected, and generous world. In less than 10 years, our aim is to have reached 50 million students and over 2 million educators. We were ranked by INC. as the 449th fastest-growing private company in the country.

At CharacterStrong, you will have the opportunity to positively impact education, both in the United States and internationally. CharacterStrong employees offer their innovation, dedication to excellence, and compassion to help produce transformational curricula and professional learning for educators.

CharacterStrongs Company Values & Norms

• We Produce Excellence - Producing timely, quality results and consistently asking the question, How can we make this 1% better?
• We Take Full Ownership - Taking the initiative to drive work forward, demonstrating responsibility when things do not go according to plan, and proactively closing identified gaps.
• We Practice Kindness - Exercising inclusion, care, and empathy with others, balancing honesty with compassion, and cultivating the well-being of self and others.
• We Problem-Solve - Identifying issues, analyzing for understanding, and taking action to implement the best possible solution.

Customer Care Rep Responsibilities

• Collaborate with the operations, sales, and finance departments to effectively communicate with customers about our products, services, and resources.
• Assist with the customer onboarding process by processing orders and granting product/service access.
• Call customers directly to provide information and support them throughout their journey with CharacterStrong (i.e., accessing accounts, payments, and billing, troubleshooting issues, etc).
• Respond to general customer inquiries.
• Maintain an organized inbox and provide prompt responses to customer requests.
• Perform audits and maintain customer profiles across our Customer Relationship Management (CRM) database, finance, and sales platforms.
• Support team members on special projects and tasks as needed.

Required Qualifications

• Professional written and verbal communication skills.
• Extremely organized, with strong attention to detail.
• Thrives in an upbeat, fast-paced environment.
• Produces timely, quality results and consistently asks the question, How can I make this 1% better?
• Takes initiative to drive work forward, demonstrates responsibility when things do not go according to plan, and is proactive in closing identified gaps.
• Exercises inclusion, care, and empathy with others, balances honesty with compassion, and cultivates the well-being of self and others.
• Ability to work in the office daily.

• Thorough experience with Google Suite and Office365 applications, Notion and a proven ability to quickly learn CRM (eg HubSpot), accounting, calendaring, and related data management systems.
• High school diploma or equivalent.

Other Duties

• Performs other duties as assigned.

Benefit Package

• New laptop computer and other needed equipment
• Annual Individual Budget for Professional Development of $1,000
• 401k Savings Plan with employer contribution
• Medical, Dental, & Vision Insurance
• Life, AD&D, and Disability Insurance
• Employee Assistance Program, Mental Health Support, and Well-Being Programs
• 3 weeks Company-Paid Parental Leave (after 6 months of active employment)
• Flexible Time Off, 6 Paid Sick Days, 11 Paid Company Holidays

CharacterStrong views diversity and the unique ways team members establish connections with our student and educator populations as an asset. Our goal is to ensure we have a team at CharacterStrong which reflects the diverse student population we serve.

CharacterStrong is an equal opportunity employer. We provide for fair treatment of all employees based on merit. In accordance with applicable law, race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions, sexual orientation, gender identity or expression, and transgender status), marital status, religion, age, disability, genetic information (including testing and characteristics), service in the military, or any other characteristic protected by applicable federal, state or local law does not affect employment opportunities or practices such as hiring, promotion, development opportunities, pay, or benefits. CharacterStrong complies with all applicable federal, state, and local labor laws.

Learn more about us at CharacterStrong.com!