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Customer Success Representative
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Pembroke Pines, Florida, United States
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About ClassWallet

ClassWallet, a leading financial technology company in the United States, (we provide FinTech solutions to the education and public sector ecosystems),is seeking an experienced Customer Success agent to support our continued growth.

At ClassWallet, our purpose is to simplify how organizations empower their employees with spending autonomy in order to improve outcomes and foster a culture of trust while minimizing fraud. We strive to be the leading financial technology platform for discretionary spend management in the US. Our founder, Jamie Rosenberg, created, and through that, he recognized the difficulty in getting funding to teachers and schools and tracking it. This understanding and obsession with solving this problem is what drives our culture and mission as a company. We aim to simplify the incredibly frustrating process of solving for classroom needs so that everyone involved in education can have more time to focus on the most important aspects - educating our students and creating a positive learning environment.

The Customer Success agent (CSA) is responsible for taking inbound calls from our customers which means successful candidates can multitask, have customer service experience, and can navigate through multiple computer systems.The CSA handles contacts in the form but not limited to voice contacts, e-mail, chat, and salesforce cases.ClassWallet’s CSA’s are customer- focused, accountable, efficient and engaged professionals who are dedicated and guided by a commitment to service excellence. CSA’s establish high quality customer relationships using informational resources and technical knowledge.

Responsible for

  • Act a liaison between ClassWallet, the customer base and patients.
  • Resolve routine customer requests with products or services via inbound, outbound calls, email, and chat.
  • Speak with customers in a courteous, friendly, and professional manner using protocol procedures
  • Inquire, clarify, and confirm customer requirements and understanding of the solution.
  • Provide additional customer education and information as needed
  • Qualify and establish inbound new customers requesting ClassWallet's products and services
  • Work in multiple databases to research complex issues and questions
  • Notify customers of order status in a timely and accurate manner
  • Review accounts/orders for accuracy and report any discrepancies
  • Participate in activities designed to improve customer satisfaction and business performance
  • Perform administrative support for order management, CRM data maintenance, and internal records to assure FERPA compliance
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