Support Representative

Job Description

Customer Support Representative | Crisis Prevention Institute

The Tone:
This is a full-time role at Crisis Prevention Institute, located in Milwaukee, WI with a hybrid work schedule. CPI is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services, helping professionals across service-oriented industries to recognize, prevent, and respond to crises. This role is crucial for delivering exceptional pre- and post-certification support and effortless customer experiences, directly contributing to CPI’s mission of ensuring the Care, Welfare, Safety, and Security of everyone through empathy and meaningful connections.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Hybrid, Milwaukee, WI

• Team: Critical member of the Customer Support team
• Mission: This person resolves customer and Certified Instructor inquiries, processes orders, and generates leads to ensure customer satisfaction and support program growth.
• Tech Stack: CRM system, Great Plains accounting system, Knowledge Management System (KMS)

What You’ll Actually Do
• Customer Support: Provide complete and accurate responses to customer and Certified Instructor requests arriving via telephone and email, delivering quick and effective resolution to issues.
• Transaction Processing: Process event registrations and product orders, including those that involve credit card payments, ensuring compliance with PCI standards.
• Outreach & Lead Generation: Place outbound calls as necessary to fulfill customer service requests, secure needed information, generate leads, and offer Certified Instructors renewal event registrations.
• Process Improvement: Take the initiative to offer suggestions that improve customer experience, organizational growth, and operational efficiency.
• System Utilization: Demonstrate competence leveraging CPI’s Customer Relationship Management (CRM) system, the Great Plains accounting system, and Customer Support’s Knowledge Management System (KMS).

The Must-Haves
• Background: High School Diploma or GED, with core domain knowledge in the customer service industry.
• Experience: Two or more years of work experience in the customer service industry.
• Skills: Strong analytical and problem-solving skills with attention to detail; excellent verbal and written communication and effective listening skills; ability to learn and utilize technical systems; efficient time management skills; ability to work in a collaborative environment.
• Bonus: Bachelor’s Degree, experience within a contact center environment, Spanish or French language proficiency.