Customer Care Associate in Atlanta, GA at Franklin Covey Careers

Date Posted: 5/11/2022

Job Snapshot

Job Description


Title:  Customer Care Associate (30 hours per week)

Reports to:  Manager, Customer Support Team

Remote Work From Home - anywhere in the USA

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.

 

For additional information regarding our Equal Employment Opportunity policies, please visit https://sites.google.com/franklincovey.com/equal-employment-opportunity/home


For our Reasonable Accommodation Notice and Pay Transparency Nondiscrimination Provision, please visit https://sites.google.com/franklincovey.com/equal-employment-opportunity/adaraptnp

 

Colorado applicants, please visit https://careers.franklincovey.com/en-US/page/benefits for benefits information and https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EaqDVW5Bs8RGkQNQjNyT-BQBWdQfpWm66OxZUmatxOdHVA?e=DIpnLZ for wage information specific to your state.

 

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