Customer Specialist

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise enables superior customer experiences for innovative enterprises from startups to Fortune 500 companies.

Responsibilities

• :Build and publish course opportunities to potential and/or current Call Center companies and their agents authorized to use the Arise platfor
• mMaximize marketing strategies to develop course announcements for Certification Course Operation
• sCreate and manage class opportunities, including Skill Enhancements and Cross Certifications, ensuring instructor alignment and class time availabilit
• yBuild Support Resource and contracting opportunities for cohorts of 10+ agent
• sRespond to and resolve issues reported by Partner Support; provide timely solutions and communicate clearly with agent
• sAttend implementation meetings and support new client onboarding including creating opportunities for Support Resources and Instructors to complete coursework or background check
• sSupport Customer Success by executing wingbacks, white-gloving agents into opportunities, and managing Support Resource contracting logistic
• sHost client-specific enrollment information sessions and Opportunity Mall events; support chat functions during marketing information session
• sCreate surveys and analyze result
• sSend class cancellation emails, update opportunity announcements, and drive enrollment through targeted marketing effort
• sDrive background check and drug screening completion via emails and voice blasts; manage audit processes and reorder
• sPerform background check data entry and track submissions in the vendor's databas
• eMaintain and troubleshoot opportunity records, monitor class sizes, and coordinate team efforts for optimal fill strateg
• yPartner with Customer Success to coordinate class requests and update communications to reflect change
• sCancel classes and redirect agents to alternate opportunities, including requesting refund
• sRepresent clients during program ramp-downs and ensure agents are guided appropriatel
• yMaintain sourcing and fulfillment reports and cycle calendars detailing course dates and administrative responsibilitie
• sParticipate in client conference calls and other cross-functional meetings to support the Client Results Departmen
• tEnsure agents and call centers are informed of course requirements and certification criteri
• aHandle complaint resolution and quickly respond to scheduling change
• sPerform other duties as assigne

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Qualification

• s:College degree or 2+ years of related studies or experien
• ceHigh attention to detail, with strong follow-through and organizational skil
• lsPositive, solution-driven attitude with a proactive minds
• etFlexibility to adapt to shifting priorities and deadlin
• esExcellent verbal and written communication skills with the ability to communicate professionally with Clients and Call Center Compani
• esProficiency in drafting reports, business correspondence, and procedure manua
• lsAbility to deliver effective presentations and handle inquiries from stakeholders at all leve
• lsCreative writing skills for developing course announcements that drive engageme
• ntStrong problem-solving skills in non-standardized situatio
• nsIntermediate to advanced Microsoft Excel skills; proficient in Word, PowerPoint, email, and internet too
• lsAbility to manage multiple tasks and diffuse escalatio