Customer Support Associate

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, weve 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. Its 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 Youll 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 CPIs Customers and Certified Instructors (CIs) via multiple channels. The Customer Support Associates 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 CPIs Customer Relationship Management (CRM) system and Customer Supports Knowledge Management System (KMS). This role will demonstrate a thorough knowledge of CPIs 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...