• Handle phone calls, cases, and student questions regarding login information, password resets, course access, LMS navigation, shipment tracking, technical issues, receipts, etc. • Identify and assess customers’ needs to achieve target levels of customer survey satisfaction (CSAT). • Communicate with customers and colleagues via multiple channels such as phone, email, chat, etc. • Utilize Service Cloud case management system in Salesforce for customer support. • Process orders from enrollment to completion. • Entitling/adding/deleting users, linking a user to a firm, etc. within the LMS. • Support implementation of new products and services. • Continuously utilize the SOP and update when needed to ensure this is always current and up to date. • Identify improvements to current systems and procedures. • Build sustainable relationships and trust with customer accounts through open and interactive communication. • Maintain an orderly workflow according to priorities. • Set the tone for a customer-focused and thoughtful work environment. • Must be a team player and promote a positive culture. • Other duties assigned.