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Customer Care Team Associate in Salt Lake City, UT at Franklin Covey Careers

Date Posted: 11/17/2018

Job Snapshot

Job Description

Title:  AAP (All Access Pass) Care Team Associate

Reports to:  Manager, Customer Care Team


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. This position will help our team continually innovate to meet client needs, enhancing the customer experience.   This is a part time role working 30 hours per week

Essential Job Functions

  • Provide customer support for a variety of online systems (All Access Pass, Jhana, LiveClicks, 4DXOS, etc.)
  • 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
  • Manage our user database for AAP Clients
  • 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, Word, 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

FranklinCovey is a global company specializing in performance improvement. We help organizations achieve results that require a change in human behavior. Our expertise is in seven areas: Leadership, Execution, Productivity, Trust, Sales Performance, Customer Loyalty, and Education. 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.


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We are an Equal Opportunity Employer/Veterans/Disabled
FranklinCovey is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.