Customer Success Specialist

Customer Service Los Angeles, California


Description

At CollegePlannerPro, our top priority is to make the lives of the Independent Educational Consultants we serve easier. While everyone here impacts customer service, it’s the Customer Success Specialist who plays the most essential role, shaping how members feel about our product from the moment they join us.

We are lucky to have a small but mighty team of people at CollegePlannerPro who are committed to working together to support the needs of Independent Educational Consultants around the world. We’re looking for someone who wants to join our team and contribute to our mission by providing world-class customer service, ensuring that every member is successful and satisfied.     

About You:

To excel in the Customer Success Specialist position, it’s helpful if you are…

A Patient & Empathic Guide.  

You are a naturally gifted helper. You listen carefully and without judgment, respond with warmth and understanding, and go above and beyond to ensure that people feel comfortable. You relish any opportunity to provide clarity and relieve stress.

A Fearless Investigator.

No problem is too difficult for you to solve. When someone presents you with a challenge, you leap on the opportunity to diagnose the issue and find a solution. You thrive on curiosity and can take seemingly disparate pieces of information and find the missing link, like a detective decoding messages.

A Proactive Team Player.

You take ownership of your role and go above and beyond to find solutions before enlisting the help of your teammates. You’re not afraid to jump in the deep end or experiment with something new. You are an independent self-starter who always keeps the needs of the team in mind.

How Your Skills and Passion Come to Life at CollegePlannerPro:

  • Onboarding new members and setting them up for success
  • Responding to member inquiries, solving a variety of problems, and generally providing top-notch support
  • Educating members about key elements of our software
  • Listening to our members and understanding what they need and want
  • Creating webinars and other training materials designed to improve member experience
  • Collaborating with the Technology and Management Teams to ensure that members have the support they need
  • Working closely with the Marketing Team to build a customer community of advocates

What you’ve accomplished:

  • Bachelor’s degree
  • Demonstrated passion for and experience supporting customers
  • Development of top-notch communication skills via phone, email, video conferencing, and in person
  • Ability to work independently and think critically
  • Comfort with technology, especially online tools (Zoom, Zendesk, etc.) and computer software (Word, PowerPoint, Excel, etc.)
  • Knowledge of the college consulting process is a plus

Compensation and benefits:

  • $50,000 - $65,000, depending on experience
  • Optional enrollment in subsidized health insurance plan (coverage eligibility starts the 1st of the month after 60 days of full-time employment)
  • Professional development
  • Casual dress code
  • Flexible, paid vacation
  • Company-provided laptop
  • Fun, friendly, inclusive environment

About CollegePlannerPro

CollegePlannerPro is the leading and most trusted end-to-end software solution for Independent Educational Consultants. Originally co-founded by a husband and wife team in 2009, CollegePlannerPro has quickly evolved to serve the needs of its customers worldwide. With an emphasis on support, collaboration, and understanding, we empower consultants with tools to help them maximize the potential of their business and their students.

CollegePlannerPro shares an office in Los Angeles with ArborBridge, a premier online test prep tutoring firm. Both companies operate under parent company ArborBridge Group.