Position: Customer Success & Support Specialist
FLSA: Non-exempt (Eligible for overtime in compliance with local, state, and federal regulations)
Schedule: This full-time position will work remotely
Pay Range: $20-$25/hour*
Reporting to: Customer Success & Support Manager
The mission of the Augustine Institute is to serve the formation of Catholics for the New Evangelization. Through our academic and parish programs, we equip Catholics intellectually, spiritually, and pastorally to renew the Church and transform the world for Christ. Our work environment is collaborative and team-oriented with an amazing team of talented professionals that are passionate about Augustine Institute's mission.
The Augustine Institute is an equal opportunity employer. All employment decisions are made based on qualifications, merit, and business need.
Job Summary:
The Customer Success and Support Representative assists customers by answering product and service questions, suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.
*Specific duties below may not be all-inclusive.
• Keep records of customer interactions, record account information and process customer adjustments
• Resolve product or service problems by clarifying the customer's complaint via phone, email, zoom; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Manage average-high volume of customer incoming calls and customer platform tickets for Formed, Prepared for Grace, Signs of Grace, Catechist Certification Program, Short Courses, and Word of Life via calls/emails/zoom meetings
• Contact customers for upcoming Formed subscription payments, past due payments, and/or credit cards that have failed
• Update customer accounts with tax exemption information
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Contribute to team effort to meet team sales targets for customer subscription renewals
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Greet customers warmly and ascertain problem or reason for calling
Necessary Knowledge, Skills, and Abilities
• Ability to consistently provide a high level of service to customers, ensuring their needs are met or exceeded. Excellent interpersonal and customer service skills.
• Understanding the products or services offered by the company thoroughly, including features, benefits, pricing, and usage.
• Ensuring all work performed meets high standards of excellence.
• Ability to respond to problems and assist clients in a calm, courteous, and helpful manner.
• Ability to accurately record, organize, and maintain relevant data or reports.
• Ability to manage time, tasks, and resources efficiently, ensuring that work is completed on schedule and priorities are met.
• Ability to remain focused and productive when faced with tight deadlines, high-stress situations, or demanding customers.
• Proficiency in communicating effectively over the phone, including clear articulation, professionalism, and active listening. Ability to manage both inbound and outbound calls efficiently.
• Capacity to manage several tasks simultaneously without compromising efficiency or quality.
• Ability to reach a mutually agreeable solution through discussion and compromise.
• A constructive and optimistic approach to challenges, setbacks, or routine tasks.
• Proficiency with the required software, hardware, and digital tools necessary to perform the job.
• Ability to consistently demonstrate the Augustine Institute's core values including:
o Humility - We serve the Augustine Institute Mission with humility and a service mindset.
o Collaboration - We work together as a united Body of Christ.
o Innovation - We encourage being creative and demonstrating a clever mindset.
o Excellence - We strive in everything we do to win souls for Christ.
Qualifications
• Proven customer support experience; 5 years of experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred
Physical Demands
• While performing the duties of this job, the employee is regularly required to perform stooping, kneeling, crouching, reaching, standing, walking, lifting, typing and use of office equipment, talking, hearing, seeing, and repetitive motions.
Work Environment
• While performing the duties of this job, the employee will typically work in a climate-controlled office setting.
Competitive compensation, excellent benefits including medical, dental, vision, and other insurance, a generous paid time off plan and paid holiday schedule, and a 403(b)-retirement plan with company match, on-site Chapel with Daily Mass and the Sacrament of Reconciliation regularly, on-site Tolle Lege Cafe.
* The base compensation range represents the low and high end of the compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, and experience. The Augustine Institute offers a competitive total rewards package, which includes a 403b retirement plan match, medical, dental, and vision insurance, paid holidays, and a generous paid time off plan, as well as other benefits.
