Customer Care Specialist 

Location: Herndon, VA 

Employment Type: Non-exempt (hourly)

JOB SUMMARY

Customer Care Specialist (CCS) are responsible for providing top notch service to our customers by answering all incoming telephone, as well as pro-actively contacting customers regarding course confirmations, cancellations, transfers and other customer service issues.   Additionally, CCSs are expected to sell/up-sell Learning Tree products and/or generate leads for Sales by matching appropriate courses/products to customers’ needs.  CCSs are also required to capture all details of customer interactions and enter information into our CRM.  

 

JOB RESPONSIBILITIES

Receives and responds to incoming sales calls/chatFollows 10-step script on all incoming calls Provides training solutions to customers based on probing.Enrolls customers in requested course(s) and programsObtains all necessary information from the customer to further the sales process, and aids in identifying and registering clients in the proper course(s)Performs lead generation activitiesDocuments all calls and web inquiries in the CRM toolAchieves daily/weekly/monthly sales goals as assigned by managerCalls attendees on canceled courses to transfer them to an alternative dateReview course evaluations and follow up with customers who assigned low gradesAddresses any complaints from customers and escalate to managementOther duties as assigned

 

SKILLS, EDUCATION AND/OR EXPERIENCE REQUIRED

Minimum 1-year experience in customer service Customer care within the Technology, Learning, or Hospitality industry. Sales calling is preferred Associate degree or above preferredStrong written and verbal communication skillsAbility to effectively communicate with our customers in a professional manner