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About the role
First and foremost, as a Customer Experience Advisor , you will ensure that students' needs are met in a timely, high quality manner. Like the rest of the Customer Experience Team, you handle dynamic, high-pressure situations with a ridiculously positive attitude while staying calm and collected. You understand how customer experience contributes to the overall success of Aceable and are driven by supporting the needs and growth of others.
What they're looking for
- 2+ years customer service or relevant experience
- Availability for weekend and/or evening work
- Ability to handle calls, chats, emails, and texts from students for 80%+ of your day
- Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions
- Effective and clear verbal and written communication, including proper grammar
- Ability to open web browser and navigate multiple tabs simultaneously
More about this role
First and foremost, as a Customer Experience Advisor , you will ensure that students' needs are met in a timely, high quality manner. Like the rest of the Customer Experience Team, you handle dynamic, high-pressure situations with a ridiculously positive attitude while staying calm and collected. You understand how customer experience contributes to the overall success of Aceable and are driven by supporting the needs and growth of others.
- Handle student interactions (Calls, Chat, Texts and Emails) with empathy and understanding, and serve as a role model of exceptional customer service
- Handle Tier II tickets and escalations based on assigned brands or verticals
- Strong knowledge of at least one vertical with the ability to support all brands within it
- Use AI-powered support tools to enhance response efficiency and provide consistent, accurate information to students across multiple communication channels
- Collect and organize student feedback or product bugs; share with CX management team and/or other company stakeholders
- Prioritize multiple deliverables and responsibilities, with the ability to change focus quickly and efficiently in order to meet students and business...
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