Edtech.com's Summary

Colibri Group is hiring a Customer Service Representative. The role involves performing various administrative tasks such as data entry of student information, assisting students with licensing applications, processing electronic fingerprints, handling customer inquiries and escalations, and supporting class operations along with maintaining the facility.

Highlights

Handles incoming service inquiries via phone, in person, and digital channels.
Manages customer escalations using active listening and de-escalation techniques.
Troubleshoots general customer support technical questions.
Documents interactions in CRM per established standards and SLAs.
Performs administrative duties related to class processing, student record maintenance, and licensing application support including electronic fingerprint processing.
Handles deposits and cash transactions; assists in facility upkeep and inventory management.
Requires 1+ year of customer service or administrative experience and proficiency in Microsoft Office.
Minimum education of high school diploma or GED; some college preferred.
Typing speed of at least 20 wpm and ability to lift boxes up to 40 pounds.
Bilingual English/Spanish skills preferred; ability to work varied hours including occasional evenings and weekends.

Customer Service Representative Full Description

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the companyâs

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

Position Overview

This individual will perform various administrative tasks such as accurate data entering of student information, assisting students with licensing applications, processing electronic fingerprints, keeping the facility well maintained, among other duties. To excel in this role, a customer service representative should possess excellent organizational and time-management skills, attention to detail, and strong communication and interpersonal skills.

What You'll Do

Handles all incoming service-related inquiries either in person or via phone and digital communication channels
Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
Troubleshoots general customer support technical questions
Documents all interactions in CRM system in accordance with established criteria and SLAs
Adheres to established departmental metrics by level
Performs administrative tasks associated with class processing
Completes accurate data entry of student information as well as accurately maintain student and class records
Assists students with licensing applications by processing electronic fingerprints
Handling deposits and cash transactions
Assists in keeping the overall facility neat, clean, and well maintained; keep all brochure holders and supplies well stocked
Provide friendly service, support, and encouragement to students
Assist the Campus Director and Inside Sales Representatives by confirming class schedules with instructors and assisting with inventory counting
Completes other duties and special projects as assigned

What You Need to Succeed

1+ year of experience in a customer service and/or administrative position required
This person will be tasked to do admin work for classes to include but not limited to: rosters, attendance, fingerprints etc
High school diploma or GED is required with some college preferred
Ability to work a variety of office hours including occasional evenings, and some weekends
Good command of the English language; Bilingual (English/Spanish) preferred
Must be comfortable with change and able to shift focus quickly
Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
Must be reliable and punctual
Typing/data entry speed of at least 20 wpm
Proficiency with Microsoft Office products
Excellent customer service skills, including a pleasant demeanor and tactfulness
Ability to multi-task in a fast-paced environment
Must have the ability to lift boxes up to 40 pounds on a semi-regular basis

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!

Original Job Description

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the companyâs

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

Position Overview

What You'll Do

Handles all incoming service-related inquiries either in person or via phone and digital communication channels
Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
Troubleshoots general customer support technical questions
Documents all interactions in CRM system in accordance with established criteria and SLAs
Adheres to established departmental metrics by level
Performs administrative tasks associated with class processing
Completes accurate data entry of student information as well as accurately maintain student and class records
Assists students with licensing applications by processing electronic fingerprints
Handling deposits and cash transactions
Assists in keeping the overall facility neat, clean, and well maintained; keep all brochure holders and supplies well stocked
Provide friendly service, support, and encouragement to students
Assist the Campus Director and Inside Sales Representatives by confirming class schedules with instructors and assisting with inventory counting
Completes other duties and special projects as assigned

What You Need to Succeed

1+ year of experience in a customer service and/or administrative position required
This person will be tasked to do admin work for classes to include but not limited to: rosters, attendance, fingerprints etc
High school diploma or GED is required with some college preferred
Ability to work a variety of office hours including occasional evenings, and some weekends
Good command of the English language; Bilingual (English/Spanish) preferred
Must be comfortable with change and able to shift focus quickly
Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
Must be reliable and punctual
Typing/data entry speed of at least 20 wpm
Proficiency with Microsoft Office products
Excellent customer service skills, including a pleasant demeanor and tactfulness
Ability to multi-task in a fast-paced environment
Must have the ability to lift boxes up to 40 pounds on a semi-regular basis

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