Customer Support Representative

Our Story:

Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we've helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It's a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work- You'll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization- Entry-level roles through executive leadership.
• Feel fulfilled and have fun- We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

The Customer Support Representative plays a critical role within the Customer Support team, delivering fast, accurate service to CPI's Customers and Certified Instructors (CIs) across multiple channels. The Representative's (and team's) emphasis is on delivering "effortless" customer experiences and achieving the highest levels of first-contact resolution (FCR). The Representative provides complete responses to telephone and email inquiries and requests and works to quickly and effectively resolve their issues. The Representative demonstrates competence in leveraging CPI's Customer Relationship Management (CRM) system, the Great Plains accounting system, and Customer Support's Knowledge Management System (KMS). The Representative also demonstrates a thorough knowledge of CPI's programs, events, policies, procedures, and PCI compliance standards. This role generates leads that fuel the Instructor Certification Program (ICP) 's growth and high CI renewal rates, improving retention and revenue.

What You Get To Do Everyday:

• Provide complete and accurate responses to customer requests arriving via telephone and email.
• Deliver quick and effective resolution to most issues.
• Process event registrations and product orders, including those that involve credit card payments.
• Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
• As appropriate, generates leads and offers to register CIs in NCI Renewal events.
• Take the initiative to offer suggestions that improve customer experience, organizational growth, and operational efficiency.
• Consistently maintain a pattern of regular and predictable attendance, ensuring presence during all scheduled work hours and contributing to the overall efficiency and productivity of the team.
• Performs other position-related duties as assigned.

You Need to Have:

• High School Diploma or GED
• Two years or more of work experience in the customer service industry
• English language proficiency
• Ability to learn and utilize technical learning
• Ability to prioritize time management skills efficiently
• Ability to work in a collaborative environment
• Compassionate individual
• Customer focused
• Strong analytical and problem-solving skills, with attention to detail
• Excellent verbal and written communication and effective listening skills

What we would love to see:

• Bachelor's degree
• Experience within a call center environment
• Spanish or French language proficiency

What We Offer:

• $22.00/Hour
• Annual company performance bonus
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule
• Paid Parental Leave

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.