Client Operations Specialist

Reports To: Manager, Client Operations

Employment Type: Full Time, FSLA Status: Non-Exempt, EEO Category: Administrative Support Workers

The Impact you Will Have:

The Client Operations Specialist is responsible for managing all post-sale client support to ensure clients receive maximum value from Crucial Learning training solutions. They will work closely with Crucial Learning’s sales teams and their clients to answer support-related questions, including billing and payment concerns, account needs, etc. They will also provide administrative support to the sales teams by processing sales orders and managing private events, along with other administrative activities.

What You’ll Do:

Operations Support: Support Senior Client Advisors by providing Tier 1 operations support related to billing, license management, event management, and other account-related issues.

Event Management: Support clients and Senior Client Advisors by managing master trainer-led events, including:

• Contracting
• Scheduling
• Materials Delivery
• Virtual Class Creation
• Payment

Events will be assigned through a queue or round-robin, with approximately 40 – 50 events assigned per specialist at any time.

Orders and Billing: Support Senior Client Advisors by managing a queue of requests related to orders and billing, including:

• Creation of new sales orders
• Contracting
• Answer order related questions
• Fulfillment of virtual materials and On-Demand licenses
• Returns, exchanges, and credit/rebills

Various Requests: Support clients and SCAs by answering various requests:

• Pulling reports of virtual materials or On-Demand licenses
• Answering various questions
• Finding solutions to issues that do not have a clear or immediate answer
• Many other various requests

Requests will be assigned through a queue or round-robin on a first-in, first-out basis. Specialists will manage requests from start to finish with no handoff between teams except in rare cases where higher-level support is required.

What You’ll Need:

• Bachelor’s or Associate degree preferred
• 1 - 2 years of relevant experience, experience in customer service or sales support is preferred.
• Strong customer service experience with professional oral and written communication skills.
• Intermediate skills with Microsoft Office and excellent phone etiquette are required.
• Experience using CRMs, Salesforce experience a plus.
• The desire to perform at a high level with an emphasis on quality.
• Proactive and self-sufficient mindset.
• Must be able to attend in-person company events at least once a year.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

What You’ll Get:

• Access to some of the richest professional development programs.
• A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
• Access to health benefits and wellness programs for employees and families.
• The ability to work in a flexible work environment.
• Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

The first step is to apply to the role. If your experience matches our needs, you will be reached out to by a member of the HR team to set up a call to learn more about you. From there, you can expect to meet with the hiring manager and some other members of the team. We like to connect over the phone, via Zoom and sometimes, in person (when applicable)!

AAP:

Crucial Learning provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Crucial Learning complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Crucial Learning expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Crucial Learning’s employees to perform their job duties may result in discipline up to and including discharge.

If you are vision-impaired or have some other disability under the Americans with Disabilities Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Crucial Learning, please contact our Recruitment department at hr@cruciallearning.com.

ADA (American with Disabilities Act) Information

• Work is performed primarily in an office setting
• Operates standard office equipment to include a computer, calculator, copier, fax, telephone