Customer Service Rep I

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs.

WHAT YOU'LL DO

ExamFX , a division of Ascend Learning, is the industry leader in online training for insurance licensing and securities exams. As a nationally-approved education provider, our course content is constantly being updated to align with the ever-changing information presented in state exams.

This position is responsible for responding to customer's inquiries or complaints regarding the organization's products or services via phone, email or online chat. The role coordinates problem resolution with appropriate departments and informs customer of standard procedures or resolution of product problems on service issues.

WHERE YOU’LL WORK

This position will work hybrid out of our Leawood, KS office.

HOW YOU’LL SPEND YOUR TIME

• Confer with customers via phone, email, and online chat about products, services, and account information and address and resolve customer service issues.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, or actions taken.
• Support the sales team and clients with assistance in accessing resources.
• Maintain a working knowledge of products, services, policies, and marketing trends within the business to serve as an internal information source for departments and provide recommendations suited to each customers’ needs.
• Identify technical errors and user error trends by call and email tracking, peer discussion, and internal dialog and report those trends to management and appropriate departments.

WHAT YOU'LL NEED

• High school education or equivalent required
• Associate’s degree is preferred
• One to three years of customer service experience
• Previous call center experience is preferred
• Demonstrating ability to provide outstanding customer service
• Basic computer skills, specifically Microsoft Excel and Outlook
• Excellent verbal and written communication skills
• Strong critical thinking and problem solving skills
• Excellent listening skills
• Ability to plan and organize work, set priorities, and direct own activities with limited supervision
• Demonstrated ability to multi-task
• Ability to adhere to a schedule
• Openness to additional responsibilities
• Ability to manage time and multi-task
• Ability to manage multiple systems and websites simultaneously
• Possess a strong positive attitude
• Ability to adapt to a changing environment
• Ability to handle high call volumes
• Work weekend rotation

BENEFITS

• Flexible and generous paid time off
• Competitive medical, dental, vision and life insurance
• 401(k) employer matching program
• Parental leave
• Wellness resources
• Charitable matching program
• Hybrid work
• On-site workout facilities (Leawood, Gilbert, Burlington)
• Community outreach groups
• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

#LI-KH1