Customer Support Associate

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
• Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

The Customer Support Associate is a critical, entry-level role within the Customer Care team that delivers fast and accurate service to CPI’s Customers and Certified Instructors (CIs) via multiple channels. The Customer Support Associate’s emphasis is on delivering “effortless” customer experiences and the highest levels of first contact resolution (FCR).

This position will provide complete responses to relatively routine telephone inquiries and requests quickly and effectively to resolve issues. The Customer Support Associate will acquire and demonstrate competence by leveraging CPI’s Customer Relationship Management (CRM) system and Customer Support’s Knowledge Management System (KMS). This role will demonstrate a thorough knowledge of CPI’s programs, events, policies and procedures, and payment card industry (PCI) compliance standards.

What You Get To Do Everyday:

• Provide complete and accurate responses to inbound telephone calls.
• Deliver quick and effective resolution to routine issues.
• Enter and scan State Tax Exemption certificates.
• Process event registrations and product orders, including kit shipments.
• Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
• As appropriate, generate leads and offers to register CIs in NCI Renewal events.
• Offer suggestions to improve the customer experience, organizational growth, and operational efficiency.
• Consistently maintain a pattern of regular and predictable attendance, ensuring presence during all scheduled work hours and contributing to the overall efficiency and productivity of the team.
• Perform other position-related duties as assigned.

You Need to Have:

• High School Diploma or GED
• One year or more of work experience in customer service
• Ability to learn and work with multiple customer-facing technologies and systems
• Ability to learn and utilize technical learning
• Ability to prioritize time management skills efficiently
• Ability to work in a collaborative environment
• Customer focused
• Strong analytical and problem-solving skills, with attention to detail
• Excellent verbal and written communication and effective listening skills

• Two years or more of work experience in a call center environment 
• Experience working with Microsoft products, including Outlook, Word, Excel, PowerPoint, and Teams
• Experience working with a client relationship management (CRM) system
• Associate or bachelor's degree
• Proficient in Spanish or French

What We Offer:

• 1st shift; Monday-Friday
• $19.00 - $20.00/Hour based on experience, plus potential for an hourly increase after the successful completion of 90 days of employment
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.