Careers at Wyzant

Customer Support Representative

 

As a customer support representative, you will be part of a small team responsible for managing relationships and providing service to existing and prospective tutors, parents and students.

Responsibilities:

  • Provide an exceptional, full life cycle customer experience to our users through phone, email and chat support
  • Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience
  • Tackle potentially complex and heightened user concerns with a positive and supportive attitude while making decisions and judgments to appropriately resolve those situations.
  • Proactively look for ways to identify trends and improve our processes
  • Collaborate with other team members to ensure consistent and seamless services to Wyzant customers while also exercising time management and task prioritization
  • Update customer information in Zendesk during and after each correspondence
  • Deliver exceptional quality and satisfaction scores. Maintain other individual metrics to the satisfaction of your manager

Requirements:

  • 2+ years experience in a customer facing position
  • Demonstrate patience and attentiveness in all communication and interactions
  • Motivation to meet and exceed expectations in a metrics driven environment.
  • Exceptional verbal and written communication skills
  • Strong organizational skills and attention to detail
  • Ability to think critically and creatively in order to proactively and independently solve problems
  • Experience with computer operating systems and ability to troubleshoot on demand
  • Maintain a positive and professional attitude and outlook with customers and coworkers

Compensation:

  • $15.50/hr starting with full benefits 

Hours:

  • 40 hours per week. Anticipated shift is 12pm-8pm Tuesday-Thursday, 10am-6pm Friday, and 9am-5pm Saturday (remote), however flexibility is required and schedule may change based on department needs

 

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Please respond to these emails as a Wyzant Customer Support Representative. We are not expecting you to know all of our policies, but we do want to see how you craft your response.

I am very disappointed. We connected with John H. through your company. We spoke over the phone several times and agreed to meet Tuesday at 5pm at the Starbucks. He never showed up!! We waited for 45 minutes and called him several times. This is EXTREMELY unprofessional and was a waste of our time. What are YOU going to do to fix this?*
Hello. I recently tried to meet with a student via the online platform, but we ran into some quality issues. Midway through our session, the audio and video portion of our lesson cut out on both ends. We could chat with each other, but neither person could see or hear the other person, which essentially ended our session for what we were working on. Can you offer any advice or troubleshooting tips?*
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