With over 50 years of experience and more than one million students, BARBRI is the #1 provider of bar review courses and student support in the legal education industry. Using comprehensive content, cutting edge technology, and personalized service, BARBRI generates superior pass results and loyal customers.

BARBRI is looking for a high-performing and driven individual to join the Operations / Customer Service team.  The ideal candidate should be passionate about our students' experiences with the ability to handle 1:1 service, as well as always thinking strategically about improving how we deliver innovative customer service.

This position will manage a customer service team based in the greater Minneapolis-St.Paul area. The position will oversee all aspects of order processing and customer service for the BARBRI business and other assigned products. This includes full responsibility for staffing logistics and response time to all customer inquiries.  Reporting to the SVP of Operations, you will work closely with other departments to ensure that deliverables and communications are completed on schedule and that customer expectations are met or exceeded.

In this critical position, we will rely on you to perform the following duties:
  • Manage the day-to-day operations of the assigned Customer Service team
  • Be the primary point of escalation contact for customers with support issues or requests
  • Ensure appropriate staffing levels are maintained at all times to fulfill the support needs of the BARBRI businesses
  • Deliver outstanding customer service and ensure the customers' support requirements are addressed using a core set of KPIs
  • Mentor and guide the customer service team to rapidly resolve issues, report and track time and trends accurately, and respond in a highly professional and positive manner in all interactions with internal and external customers
  • Suggest and implement business process improvements
  • Ensure that CSRs are trained on the appropriate product offerings and related technologies and ensure there are systems in place for continuous updates as the product offering evolves
  • Assist in counseling and moral support to our customers
  • Ensure a high-quality experience for every customer

What you will need to succeed:
  • Bachelor’s degree with experience in operations and/or customer service; having a JD would be awesome 
  • Customer service management experience of 3-5 years, preferably in a direct report or matrix team environment
  • Superb analysis and problem-solving skills
  • Must be fun to work with and able to motivate employees to deliver their best
  • Passion for serving the customer and for providing an exceptional learning experience
  • The ability to handle challenging situations
  • Self-motivated, high-functioning individual who can work effectively under tight deadlines in a dynamic environment with competing demands for resources
  • Experience mentoring and training a staff that is both onsite and remote 
  • Demonstrated ability to work as a team player, communicate and interact effectively with all levels of management and peer groups Excellent written and verbal communication skills
  • Detail-oriented with the ability to work efficiently with complex information
  • Creativity, enthusiasm and a sense of humor
  • Comfortable learning new technology and proficiency with Microsoft Office

What we offer you:

We value our employees’ time and efforts. Our commitment to your success is enhanced by an extensive benefits package including paid time off, medical, dental and vision benefits and future growth. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

BARBRI is an equal opportunity employer.

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