What we do: at pesi we reach millions of professionals daily, offering them advanced training so that they can help others to achieve hope and healingOur work has a deeper purpose; one that contributes to improving the quality of life of othersOur mission is to connect knowledge with need; we help clinicians, in the mental health and healthcare fields, throughout the world expand their knowledge through delivering innovative and cutting-edge training that helps them to improve the outcomes of their clients’ lives.
How we do it: our people create our success: we listen and we learn, and we strive to meet or exceed the expectations of our customers, associates and vendors.
We go direct and assume competence: we expect open, honest and ethical relationships both internally and externally.
We encourage you to be an entrepreneur: our associates view their position or area as if it were their own business, and make decisions accordingly.
We aim for innovation and creativity: continuous improvement and falling forward is what facilitates our ability to meet our mission of connecting knowledge with need.
Overview the customer service team: the pesi customer service team delivers customer service and technical support for behavioral health, rehab, and healthcare professionals around the world! we provide best-in-class service by engaging our customers through answering phone calls, emails and live chatsOur goal is to support and assist professionals in identifying and utilizing our educational programming, not only to earn continuing education credit, but apply the knowledge gained from our experts to improve the lives of their clients and patients.
The support our customer service team gives - not only to our customers, but to other departments in the company - ensures delivery of pesi’s world-class programsThese programs allow professionals to treat their clients and improve patient outcomes for tens of thousands of adults and children each year!
What you will be doing: (responsibilities)
Professionally monitor and handle incoming phone and e-mail requests from customers and ensure that issues are resolved both promptly and thoroughly
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions in our system(s)
Provide quality service and support in a variety of areas including, but not limited to; registration, program content, continuing education credits, webcasts, product orders and association memberships in a timely manner
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
Provide technical support for accessing online registrations and online programs
Take payment information and other pertinent information such as addresses and phone numbers
Sell products and services by informing customers of relevant add-ons’ and promotions
Collaborate with other departments by working on projects outside of the customer service area
Assist with placement of orders, refunds, re-ships, cancelations and/or exchanges
Utilize computer technology to handle high call volumes
Work with customer service manager to ensure proper customer service is being delivered
Responsible for meeting customer service standards outlined by pesi inc.
Responsible for other duties as assigned
What you bring to the team: (skills and requirements)
Associate degree and/or equivalent work experience in customer service/support
1+ years of experience in a customer service or help desk capacity strongly preferred
Demonstrated passion for excellence with respect to treating and caring for customers
Ability to communicate clearly and professionally, both written and verbal as the role requires extensive phone use
Has `thick skin` and is able to handle complaints and unpleasant customers
Ability to research and resolve complex customer issues and possess strong decision making and analytical skills
Willingness to work a flexible schedule and occasional overtime when needed (monday – friday hours vary from 6:30 am – 8:00 pm) - currently hiring for 10am – 7pm schedule
Possess a strong work ethic and team player mentality
Must type a minimum of 35 wpm
Some experience with multiline telephones and strong technical aptitude preferred
Possess the skill and ability to quickly pick up new technologies and software
Knowledge of technical support issues related to internet connectivity and pc troubleshooting experience a plus
Computer proficiency in microsoft office, microsoft outlook, and adobe reader
What would thrill us:
Experience working with multiple computer systems
Knowledge of various webinar delivery platforms, i.eZoom
Involvement and success in a fast-paced, quickly changing environment
Prior leadership and/or training roles
Candidates must be able to provide proof of eligibility to work in the united states following an offer of
Equal employment opportunity pesi is committed to creating a diverse environment and is proud to be an equal opportunity employerAll employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected statusAll qualified candidates are encouraged to apply.
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