Role Description KnowFully Learning Group is growing and is currently in search of an Associate, Customer Care! This role will act as a liaison, provide product/services guidance, and resolve any emerging problems that our customers might face with accuracy and efficiency. The targets are to drive sales as well as ensure excellent service standards so that we maintain high customer satisfaction. This is an hourly position. Location: Remote. Duties/Responsibilities: - Effectively manage large amounts of incoming customer inquiries via phone, email, live chat, etc. - Identify and assess customer needs to achieve satisfaction. - Build sustainable relationships of trust through open and interactive communication. - Provide accurate, valid, and complete information by using the right methods/tools. - Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution. - Keep records of customer interactions using all systems as needed. - Follow communication procedures, guidelines, and policies. - Take the extra mile to engage customers. Qualifications - Excellent verbal and written communication skills. - Excellent interpersonal, relationship building, and customer service skills. - Excellent organizational skills and attention to detail. - Excellent time management skills with a proven ability to meet deadlines. - Strong Computer / Data Entry Skills – Microsoft Office Proficiency Preferred. - Ability to multitask in a fast-paced environment. - Ability to use proper phone and email etiquette. - Ability to work well independently and as a team. - Ability to adapt to the changing needs of the company and department. - Ability to portray a cooperative, professional, and positive attitude towards customers, managers, and other co-workers. - Ability to function well in a high-paced and at times stressful environment. - Fluency in both English and Spanish is required to effectively perform job duties, including support of programs with Spanish-speaking stakeholders. Requirements - College degree or equivalent work experience preferred. - Familiarity with CRM and Zendesk systems and practices; Microsoft Dynamics experience preferred. Benefits - Starting salary of $18 per hour. - Comprehensive benefits package including health, dental, vision, life, disability, paid time off, and a 401(k) retirement plan with employer match. Company Description KnowFully Learning Group provides comprehensive and engaging continuing education for professionals at all experience levels and support those preparing for certification exams. We service two main industries - Finance/Accounting and Healthcare. Our employees are innovative and passionate about learning. We embrace each other’s differences. Through our learning initiatives and teambuilding, we have created a great place to work. If you love what you do and want to work in an environment where hard work is valued, please apply! Shift schedule is as follows: Monday–Thursday, 11:30 AM–8:00 PM EST, and Friday, 9:30 AM–6:00 PM EST. On average, each person works one Saturday shift per month (8:30 AM–3:00 PM ET).

• Handle order processing, customer inquiries, and resolve customer issues • Deal directly with customers by phone, email, chat or ticketing system • Respond within one hour to customer inquiries • Provide pricing, stock and delivery information • Follow up on customer satisfaction

• Responsible for solving tickets per week across various Remote verticals • Maintain productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy. • Respond within agreed Service Level time to standard tickets via email and live messaging across all verticals • Work in close collaboration with the Customer Success, cross-vertical operational teams and Sales. • You’ll be the voice and the ear for our users

• Responsible for solving tickets per week across various Remote verticals • Maintain productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy. • Respond within agreed Service Level time to standard tickets via email and live messaging across all verticals • Work in close collaboration with the Customer Success, cross-vertical operational teams and Sales. • You’ll be the voice and the ear for our users