Customer Experience Advisor

Job Description

The Customer Experience Advisor at Envision supports students and their family's post-enrollment, focusing primarily on written communication through email and chat, with some phone support as needed. This role ensures families receive timely, accurate, and professional information, helping maintain engagement and confidence in our programs.

Responsibilities:

1. Customer Service:

• Provide exceptional customer service through phone, email, and other communication channels.
• Address and resolve customer inquiries, concerns, and issues promptly and professionally.
• Maintain a positive and empathetic attitude towards families to ensure their satisfaction and loyalty.

2. Inbound and Outbound Outreach:

• Conduct proactive outreach to enrolled families to provide program updates, reminders, and additional information.
• Respond to inbound inquiries from families regarding their enrollment, program details, and other relevant questions.

3. Case Management:

• Manage and resolve cases by tracking and documenting all interactions, follow-ups, and resolutions in the system.
• Collaborate with internal teams to ensure timely and effective resolution of complex cases.

4. Email Management:

• Monitor and manage the customer service email inbox, ensuring all emails are responded to in a timely and accurate manner. 
• Craft clear, professional, and personalized email responses to address customer needs and concerns.

 5. Information Accuracy:

• Ensure all information provided to families is accurate, up-to-date, and in line with company policies and program details.
• Stay informed about program updates, changes, and new offerings to provide the most current information to families.

6. Retention Efforts:

• Implement strategies to retain families' excitement and engagement with the programs, addressing any potential concerns that may lead to dissatisfaction or withdrawal.
• Gather feedback from families and provide insights to improve the overall customer experience.

7. Team Collaboration:

• Work closely with other departments, such as enrollment, marketing, and program management, to align on communication strategies and share customer insights. 
• Participate in regular team meetings to discuss challenges, share best practices, and contribute to continuous improvement efforts.

Qualifications:

• Education:

• Bachelor’s degree in a related field (Required). 

• Experience:

• Proven experience in customer service or a related role, preferably within the education or experiential learning sector.
• Experience with case management and handling high volumes of call communication.

• Skills:

• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in using customer service software and email management tools.

• Personal Attributes: 

• Empathetic and patient, with a genuine desire to help families succeed.
• Detail-oriented and organized, with a commitment to providing accurate information.
• A proactive and positive attitude, with the ability to work as part of a team.
• Receptive while receiving critical and constructive feedback.

Work Perks:

• Fun & driven environment.
• Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance.
• +10% of gross salary as food stamps.
• 1 paid volunteer day & 25 PTO* days to start – accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
• Statutory Holidays by Mexican Federal Labor Law.
• Tuition reimbursement up to five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.
•  Flexible work schedule providing on-site and hybrid opportunities.
• Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
• Fitness opportunities.
• Employee Assistance Program (EAP)
• Paid statutory parental leave.