AAP Customer Care Associate in Dallas, TX at Franklin Covey Careers

Date Posted: 11/23/2021

Job Snapshot

Job Description

Title:  AAP (All Access Pass) Care Team Associate

Reports to: Director, Customer Support Team

Location:  Anywhere in the US

This is a part time role working 30 hours per week.  Set schedule is Monday - Friday 11:30am - 5:30pm Mountain Time.

Job Summary
This role will provide a high level of customer service and technical support to our clients.  You are responsible for working with clients to help them administer a subscription to our portal, solving tech challenges with our IT team, and partnering with other client-facing support teams to provide world-class customer service. 

Essential Job Functions

  • Provide customer support for a variety of online platforms (All Access Pass, Jhana, LiveClicks, 4DXOS)
  • Day-to-day support including incident triage, resolution, and escalation management
  • Liaise between internal technical teams and client application users
  • Provide timely and efficient resolution or routing of in-bound phone calls and emails to appropriate department
  • Demonstrate problem solving, troubleshooting and critical thinking skills
  • Process workshop evaluations, rosters, and continuing education forms
  • Demonstrate strong organizational skills necessary to maintain a filing system for job-related paperwork
  • Improve our team and company processes

Job Requirements

This role is the first line of contact for many clients; strong written and verbal communication skills, professional phone demeanor, and the ability to type 60 WPM are critical.  You must have a positive customer service mindset and willingness to take responsibility and see tasks to closure.  You should be familiar with common technical support problems, especially concerning internet-based programs, and be willing to expand your knowledge.  You must be adept at approaching practical problems and creating consensus in complex situations. You should have a strong working knowledge of MS Office (Excel, Outlook, and Power Point) and the ability to pick up new systems quickly. Experience working in a customer-support ticketing system such as ZenDesk is preferred.  We are looking for motivated team players with strong work ethic and the ability to work in a fast paced environment.  A minimum of 2 years of customer service/tech support experience plus some college is required. 

Company Information

Franklin Covey Co. (NYSE: FC) is a global, public company, specializing in organizational performance improvement. We help organizations achieve results that require lasting changes in human behavior. Our world-class solutions enable greatness in individuals, teams and organizations and are accessible through the FranklinCovey All Access Pass® available in multiple modalities and in 21 languages. Clients have included the Fortune 100, Fortune 500, thousands of small- and mid-sized businesses, numerous government entities, and educational institutions. FranklinCovey executes over 15,000 client engagements each year reaching into 160 countries and territories.  Our mission statement is “We enable greatness in people and organizations everywhere”.  We fulfill this mission by hiring “Achievers with Heart”.

Visit our website at www.franklincovey.com for more information regarding our organization.

FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

click here for additional information regarding our Equal Employment Opportunity policies.

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.


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