Customer Care Associate in Atlanta at Franklin Covey Careers

Date Posted: 9/19/2022

Job Snapshot

Job Description


Title: Customer Care Associate

Reports to:  Director of Operations, Education

Location:  Remote anywhere in the US

Customer Care Specialist (40 hours a week, 8 a.m. - 4 p.m. EDT, October 2022-August 2023)

Job Summary

The primary role of the Customer Care Specialist is to provide excellent customer service to our Government stakeholders and their staff. The ideal candidate will have strong multi-tasking skills and be able to simultaneously answer inbound calls, respond to emails, and complete monthly outreach campaigns via phone and/or email. Through teamwork, this individual will complete administrative tasks and meet critical deadlines to help our client achieve their goals. 

Essential Job Functions

  • Answer incoming calls regarding, but not limited to, registration, training logistics, available resources, and technical difficulties.
  • Excellent communication and active listening skills to assist and diffuse disgruntled callers and respond with thoughtful, tangible, and accurate solutions.
  • Track incoming calls to understand trends and provide feedback to management team and stakeholders.
  • Manage hotline email inbox by responding to all inquiries within business hours, whenever possible, and no more than 24 hours from receipt, forwarding pertinent information to management.
  • Complete outreach campaigns within allotted timeframe and in a professional manner, while tracking progress and outcomes.
  • Troubleshoot with callers who are experiencing Zoom for Government webinar challenges, such as sign-on errors.
  • All administrative tasks as assigned, including uploading attendance rosters, adding evaluation surveys, and updating training logistics within the learning management system.

Job Requirements

Requirements

This position requires a minimum of 1-2 years customer service and/or call center experience. Proficiency with computer, Outlook, and MS Office is essential. Position requires exceptional people skills including excellent phone and verbal communication skills. Critical thinker with the ability to troubleshoot, adapt quickly to changing requirements, be proactive, and think outside the box. We are looking for a motivated member of the team with a strong work ethic who thrives in a fast-paced environment. Available to work from 8 a.m. - 4 p.m. Eastern Time.


Company Information

 (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

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.

Please 

 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 . 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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