The Customer Support Representative is someone our students and teachers rely on heavily to have a successful experience with TakeLessons. This is a full-time role in our office in San Diego and is responsible for ensuring that our customers have an exceptional experience by providing quick and accurate resolution to issues regarding their accounts, billing concerns, and schedules; always with a positive attitude.

Responsibilities include, but are not limited to:

- Build relationships with our customers (students and/or teachers) to create a positive TakeLessons customer experience
- Answer a high volume of incoming calls and tickets regarding customers issues or questions
- Focus on providing our customers with quality service. Including proactively reaching out to customers to ensure 100% customer satisfaction as needed
- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; resolving the problem; following up to ensure resolution
- Troubleshoot and validate technical issues within our TakeLessons platform; document examples and report issues to Development team per the standard bug reporting policy
- High attention to detail when managing customer accounts
- Provide timely and accurate information to customers; adhere to Support service levels
- Responsible for identifying potential upsells and making recommendations to our customers about various upgrade options
- Able to resolve issues and retain customers who wish to cancel their account
- Assist with counseling and matching students with a new provider when needed
- Continually promote our new verticals to our customers
- Collaborate and work closely with other teams to meet and exceed customer's service expectations

Job Skills & Requirements:

- HS Graduate or equivalent, with some college preferred
- 1+ year's customer service experience performing similar duties in a heavy call and electronic mail volume environment
- Ability to be on the phones/computer for extended periods of time
- Strong computer competency, with the ability to easily learn new software/systems
- Excellent English grammar; Strong writing skills
- Navigate, escalate, and lead efforts on complex customer issues; must be able to handle difficult phone communications as they may arise with customers
- Ability to type 40+ WPM
- Exceptional communication and organizational skills; Well-defined critical thinking skills; Problem-- Resolution Capabilities
- A positive attitude and great work ethic
- Flexibility to work any shift, including weekends
- Self-motivated; driven and passionate
- Ability to perform all of the above duties, as well as others, with minimal supervision

Benefits and Culture

All employees are treated to a collaborative work environment with a dedicated team of entrepreneurial- and like-minded individuals who like to work hard and play hard. Full-time employees receive company benefits including medical, dental, vision, life, Paid Time Off (PTO), 401k, discounted lessons, monthly lunch and learns, quarterly book clubs and subsidized gym memberships along with paid holidays. In addition, since one of our core values is ownership mentality, all full-time employees are eligible to receive stock options.

• All applicants must apply online at:https://takelessons.com/about/careers#join
• No phone calls or agencies, please
• Sponsorship not available
• We are an equal opportunity employer and welcome diverse backgrounds

This position has been filled. Would you like to see our other open positions?