Customer Operations Specialist (Remote) at Ascend Learning, Inc.

Job Description

Customer Operations Specialist (Remote) at Ascend Learning, Inc.

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance, and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom, and responsibility with a commitment to meritocracy, inclusion, and diversity of thought. Continual investment in our over 1500 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S.

As an organization fueled by a commitment to elevate the education and training of healthcare professionals, MedHub and BoardVitals offerings drive prominence as leading medical education solutions. MedHub’s proven software and expertise enable more than 600 Graduate and Undergraduate Medical Education institutions, Nursing and Health Sciences training programs to exponentially reduce administrative burden, improve data clarity, and maximize institutional oversight. When combined with BoardVitals’ exam prep materials and analytics, used by more than 1.5 million students, residents, and practitioners for their board and recertification exams or continuing medical education requirements, the two provide institutional leaders with data-driven insights to inform and advance curriculum effectiveness and, ultimately, physician preparedness.

We are looking for an innately empathetic, positive Customer Operations Specialist to connect with our customers – answering questions, resolving issues, and being the resident expert on the BoardVitals platform. Our Customer Operations Specialists are the heart of our business and have a major impact on our continued success. This is a role with the ability to make a huge impact. We are a small, but mighty team with the shared goal of making a huge impact in the healthcare industry.

Evening, weekend, and holiday availability is a must for this position. You’ll work 40 hours a week. Our support team operates Monday – Friday from 9 am – 8 pm EST. We are open some weekends and holidays during peak seasons. Your regular shift will be from 12 pm – 8 pm EST Monday – Friday.

This is a remote role, but candidates in the NYC area are preferred.

Responsibilities

• Act as the voice of BoardVitals, spending your days on the front lines interacting with our customers via email and on the phone

• Troubleshoot and resolve customer issues with care and respect by listening to their problems and offering concrete resolutions

• Consistently deliver personalized service while meeting quality and productivity goals

• Share customer feedback and information with other team members in order to continuously improve and evolve the customer experience

• 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.

• Contribute to a positive, energetic team culture

Requirements

• Excellent written, verbal, and listening skills

• Strong problem-solving skills– you have ideas for how to make a situation or service more efficient and successful and think quickly on your feet to resolve issues as they arise

• Skilled with Google Docs and other collaboration tools

• Operate with urgency – you are accountable for your work and are passionate about getting results

• Empathy, warmth, humility, and a sense of humor, with the ability to stay calm under pressure

• A happy, positive attitude that empowers you to assist and delight our customers every day

• Experience using Hubspot and other CRM tools a plus

Education & Experience

• BA/BS or 2+ years of experience working in a customer service-focused environment.

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.