Customer Service Representative

CeriFi is a company focused on supporting professionals in their pursuit of certifications that enhance their careers. The Customer Service Representative will provide exceptional support to students and customers, assisting with various inquiries and ensuring a positive customer experience.

Responsibilities:

• Deliver exceptional support to students and customers through phone, email, chat, and case management
• Assist customers with login assistance, password resets, course access, LMS navigation, order questions, shipment tracking, receipts, and general product support
• Resolve customer inquiries with empathy, professionalism, and a customer-first mindset
• Build positive relationships by creating a seamless and supportive customer experience from first contact through resolution
• Process customer orders from enrollment through completion
• Manage user accounts within our Learning Management System (LMS), including account setup, entitlements, user updates, and firm associations
• Ensure customer records remain accurate across internal systems
• Support new product launches by assisting customers with onboarding and access
• Utilize Salesforce Service Cloud to document customer interactions and manage support cases
• Meet customer satisfaction goals by providing timely, accurate, and thoughtful resolutions
• Maintain detailed documentation and follow established standard operating procedures (SOPs)
• Identify opportunities to improve processes, workflows, and the overall customer experience
• Partner with teammates across Customer Experience, Product, Sales, and Operations to resolve customer issues efficiently
• Share feedback and insights that help improve products, support processes, and customer communications
• Contribute to a collaborative, positive, and customer-focused team culture
• Support additional projects and initiatives as the business evolves

Requirements:

• 1–3 years of experience in customer service, customer support, or another customer-facing role
• Strong computer proficiency, including Microsoft Office
• Excellent verbal and written communication skills, with confidence supporting customers over the phone, email, and chat
• Outstanding customer service skills with a positive, solution-oriented mindset and a genuine desire to help others
• Strong analytical, critical thinking, and problem-solving abilities with exceptional attention to detail
• Excellent organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment
• Ability to work both independently and collaboratively as part of a high-performing team
• Adaptability and flexibility to support changing business needs and evolving customer expectations
• A continuous improvement mindset with a willingness to learn new systems, processes, and technologies
• Bachelor's degree preferred, or an equivalent combination of education and customer service experience
• Experience with Salesforce Service Cloud or other CRM platforms is a plus