V104- Customer Success Representative II

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Job Description:

We are seeking a dedicated and empathetic Customer Success Representative

to join a dynamic remote team supporting customer interactions and scheduling operations. In this role, you will serve as the first point of contact for customers, ensuring each interaction is handled with care, clarity, and professionalism through phone and email communication. You will play a key role in guiding customers through scheduling, enrollment, and service-related processes while maintaining organized records and supporting overall operational efficiency. This position is ideal for someone who thrives in a fast-paced, customer-focused environment and enjoys solving problems while building positive experiences. Your ability to stay organized, communicate effectively, and remain adaptable will directly contribute to a smooth and engaging customer journey.

• Monthly Compensation Range:from $1,060 USD to $1,150 USD.

Responsibilities include, but are not limited to:

• Track customer conversion from initial inquiry to enrollment

• Enter and update customer records accurately in internal systems

• Perform data tagging and maintain organized tracking systems

• Support operational teams remotely during peak periods

• Handle customer concerns professionally and escalate complex matters when necessary

• Assist customers in selecting appropriate services based on their needs

• Create and manage customer communications and marketing materials

• Ensure documentation and processes are updated and followed consistently

• Review attendance logs and prepare materials to ensure daily accuracy

• Identify and escalate issues that may impact customer experience or operations

• Respond to customer inquiries through inbound and outbound phone calls and email

• Provide accurate and friendly information about schedules, enrollment, updates, and cancellations

• Generate reports to support operational and enrollment insights

• Execute customer communication workflows, including welcome emails, follow-ups, and re-engagement messaging

• Maintain clear and accurate communication logs in internal systems

• Process enrollments, schedule changes, withdrawals, and related requests using booking platforms

• Monitor scheduling capacity to prevent overbooking or underutilization

Requirements:

Additional Job Description:

• Time Zone: EST (Eastern Standard Time)

• Location: Remote

• Schedule: Rotating schedule across a 4-week cycle, including weekday and weekend shifts

Schedule A

• Monday: Off

• Tuesday: 8:00 AM – 5:00 PM

• Wednesday: 11:30 AM – 8:30 PM

• Thursday: 10:00 AM – 7:00 PM

• Friday: 9:00 AM – 6:00 PM

• Saturday: 7:30 AM – 4:30 PM

• Sunday: Off

Schedule B

• Monday: 8:30 AM – 5:30 PM

• Tuesday: 11:30 AM – 8:30 PM

• Wednesday: 10:00 AM – 7:00 PM

• Thursday: 8:00 AM – 5:00 PM

• Friday: Off

• Saturday: Off

• Sunday: 7:30 AM – 4:30 PM

Schedule C

• Monday: 11:00 AM – 8:00 PM

• Tuesday: 10:00 AM – 7:00 PM

• Wednesday: 8:00 AM – 5:00 PM

• Thursday: 11:30 AM – 8:30 PM

• Friday: 10:30 AM – 7:30 PM

• Saturday: Off

• Sunday: Off

Tools and Software:
◦ Google Workspace (Docs, Sheets, Gmail, Calendar)

◦ iClass booking or scheduling systems

◦ Trello or similar task management tools

◦ Keyword tagging and tracking systems

Required Skills:

• Strong verbal and written English communication skills
• Excellent customer service and problem-solving abilities
• Comfortable handling high call volumes in a virtual environment
• Ability to multitask across calls, emails, and system updates
• Detail-oriented with strong organizational skills
• Proactive, self-motivated, and reliable with strong follow-through
• Positive and professional attitude with a solutions-oriented mindset
• Empathetic and emotionally intelligent when interacting with customers
• Ability to actively listen and respond thoughtfully
• Adaptable and composed in fast-paced or high-volume situations
• Strong teamwork and collaboration skills
• Coachable with a willingness to learn and apply feedback
• Experience supporting U.S.-based clients preferred
• Familiarity with scheduling, booking, or customer management systems

Requirements:

• Minimum of 2 years of experience in a client-facing role, such as customer service or sales.

• Quiet workspace suitable for phone communication with a strong and stable internet connection and power source

Work Shift:

Languages:

Ready to dive in? Apply now and make sure to follow all the instructions! 

Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process.

Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.