Customer Care Representative

Customer Care Representative Inbound/ Outbound representative

Purpose of Position:

As a Customer Care Representative (Inbound/Outbound), you will play a dual role as both an inbound support specialist and an outbound engagement leader. You will manage a portfolio of school accounts, providing technical and general support while proactively fostering engagement. Your focus will be on driving product adoption, increasing student usage, and ensuring high renewal rates.

Core Responsibilities:

Customer Engagement & Support (Inbound)

• Serve as the first point of contact for schools, responding to inquiries via phone, email, and chat.

• Troubleshoot technical issues related to Learning Ally accounts and audiobook applications.

• Provide empathetic and effective support to ensure a seamless customer experience.

• Educate schools on product features and encourage them to maximize student engagement.

School Success & Retention (Outbound)

• Manage a portfolio of school accounts, proactively engaging with educators to ensure successful implementation and maximize engagement.

• Drive high renewal rates by strategically supporting each cohort.

• Lead the renewal process with a focus on retaining at-risk customers.

• Increase product adoption by guiding schools to enroll students, assign books, and encourage consistent reading habits.

• Analyze customer usage data to identify areas for support and opportunities to boost engagement.

• Deliver interactive product training webinars for key accounts that require a personalized approach.

• Champion reading engagement initiatives to enhance product utilization and student success.

Core Competencies:

• Strong communication and customer service skills.

• Self-motivated, results-driven, and proactive.

• Ability to manage time effectively and prioritize tasks based on customer needs.

• Strong relationship-building and consultative skills.

• Ability to work independently and collaboratively in a team environment.

Qualifications:

• Bachelor’s degree preferred; degree in education and teaching experience strongly preferred.

• Experience supporting customers or students in adopting new programs or initiatives.

• Experience troubleshooting technical issues across multiple operating systems (iOS, Android, Chromebook, PC, Mac).

• Strong phone communication, active listening, and problem-solving skills.

• Ability to multitask, toggle between multiple screens, and maintain accurate customer records.

• Proficiency in MS Office (Word, Excel, Outlook) and Google Apps.

How You'll Succeed:

• Use problem-solving skills and available resources to troubleshoot customer issues, escalating when necessary.

• Maintain high customer satisfaction through efficient and effective support.

• Build and sustain trust with customer accounts through open and interactive communication.

• Use consultative sales skills to highlight the value of Learning Ally solutions.

• Process applications, certifications, and payments while maintaining accurate member data.