Customer Care Rep 1

CharacterStrong, a FullBloom Company, is a fast-paced, tech education company that makes PreK-12 digital, social-emotional learning curricula and offers professional learning opportunities to support schools with implementation. There’s currently a team of more than 90 full-time employees and over 30 contractors and interns collaborating to bring this work to life. Our mission is to create a more loving world by equipping educators with tools to teach the critical social, emotional, and character skills necessary to foster a more empathetic, connected, and generous world. In less than 10 years, our aim is to have reached 50 million students and over 2 million educators. We were ranked by INC. as the 449th fastest-growing private company in the country.

At CharacterStrong, you will have the opportunity to positively impact education, both in the United States and internationally. CharacterStrong employees offer their innovation, dedication to excellence, and compassion to help produce transformational curricula and professional learning for educators. 

CharacterStrong’s Company Values & Norms

• We Produce Excellence - Producing timely, quality results and consistently asking the question, “How can we make this 1% better?”
• We Take Full Ownership - Taking the initiative to drive work forward, demonstrating responsibility when things do not go according to plan, and proactively closing identified gaps.
• We Practice Kindness - Exercising inclusion, care, and empathy with others, balancing honesty with compassion, and cultivating the well-being of self and others.
• We Problem-Solve - Identifying issues, analyzing for understanding, and taking action to implement the best possible solution.

CharacterStrong values uncommon responsiveness and our Customer Care Representatives play a crucial role in maintaining that value. The Customer Care Reps handle our daily customer service communications. The maintenance of our shared info and support inboxes, general voicemail boxes, and customer inquiry submissions lives in the Customer Care Rep world. Customer Care Reps are responsible for supporting our customer base and providing prompt responses to inquiries related to our products, services, free resources, content, technological applications, account management, etc.

• Collaborate with the operations, sales, and finance departments to effectively communicate with customers about our products, services, and resources.
• Assist with the customer onboarding process by processing orders and granting product/service access. 
• Call customers directly to provide information and support them throughout their journey with CharacterStrong (i.e., accessing accounts, payments, and billing, troubleshooting issues, etc).
• Respond to general customer inquiries. 
• Maintain an organized inbox and provide prompt responses to customer requests.
• Perform audits and maintain customer profiles across our Customer Relationship Management (CRM) database, finance, and sales platforms.
• Support team members on special projects and tasks as needed.

• High school diploma or equivalent.
• Thorough experience with Google Suite and Office365 applications, Notion and a proven ability to quickly learn CRM (eg HubSpot), accounting, calendaring, and related data management systems.
• Professional written and verbal communication skills. 
• Extremely organized, with strong attention to detail.
• Thrives in an upbeat, fast-paced environment. 
• Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”
• Takes initiative to drive work forward, demonstrates responsibility when things do not go according to plan, and is proactive in closing identified gaps.
• Exercises inclusion, care, and empathy with others, balances honesty with compassion, and cultivates the well-being of self and others.