User Service Representative

Responsibilities:

Customer Support:

• Respond promptly to user inquiries via email, chat, and calls.
• Resolve user concerns effectively, providing clear and concise solutions.
• Escalate complex issues to the appropriate department when necessary.

Client Relationship Management:

• Build and maintain strong relationships with clients, ensuring satisfaction and retention.
• Gather feedback from users to improve FLAC’s programs and services.
• Provide onboarding support to new users, guiding them through the registration and usage process.

Data Management:

• Maintain accurate and detailed records of user interactions in the CRM system.
• Generate weekly and monthly reports on customer service metrics and trends.

Team Collaboration:

• Work closely with other departments (Growth and Curriculum) to resolve user issues and implement feedback.
• Participate in regular team meetings to share insights and propose solutions for recurring challenges.

Requirements:

Skills & Competencies:

• Excellent communication and interpersonal skills.
• Ability to handle multiple inquiries simultaneously and prioritize tasks effectively.
• Proficiency with tools like Microsoft Teams, CRM software, and ticketing systems.
• Strong problem-solving and critical-thinking abilities.
• Familiarity with educational or language-learning programs is a plus.

Qualifications:

• Bachelor’s degree in a relevant field (e.g., Communications, Customer Service, or related disciplines).
• 0–2 years of experience in a customer support role or equivalent.
• Proven ability to work independently and as part of a remote team.