Remote Customer Service Representatiive

The Remote Customer Service Representative serves as the first point of contact for families, students, and prospective clients. This role involves managing inquiries, providing accurate information about Zenith Prep Academy’s programs, and ensuring a positive and professional experience. Representatives are expected to communicate clearly, manage high call and message volume, and deliver exceptional service that reflects the academy’s values.

Key Responsibilities

Customer Support & Communication

Respond to inbound calls, emails, text messages, chat inquiries, and support tickets from students and parents.

Provide detailed information about Zenith Prep Academy programs, services, pricing, and enrollment processes.

Assist families with scheduling consultations, follow-ups, and administrative needs.

Maintain a professional, courteous, and empathetic tone in all communications.

Issue Resolution & Escalation

Identify customer needs and provide appropriate solutions or alternatives.

Troubleshoot common issues related to scheduling, payment processes, account access, or program details.

Escalate complex or urgent issues to the appropriate department (e.g., Enrollment, Operations, Technical Support).

Administrative & Documentation Tasks

Accurately log all interactions and updates in the CRM system (e.g., HubSpot, Salesforce, or company-specific tools).

Follow up on open cases to ensure timely resolution.

Adhere to company communication scripts, quality guidelines, and service-level standards.

Collaboration

Coordinate with Operations, Enrollment Advisors, and Program Managers to support students’ needs.

Attend virtual team meetings, training sessions, and performance check-ins.

Provide feedback on recurring customer concerns and potential service improvements.

Qualifications

Required

Prior customer service, call center, or administrative support experience (1–2 years preferred).

Excellent verbal and written communication skills.

High attention to detail and strong organizational abilities.

Ability to work independently, multitask, and manage time effectively in a remote environment.

Comfortable with technology, communication platforms, and CRM software.

Stable internet connection and quiet workspace.

Preferred

Experience in education services, tutoring centers, or college admissions support.

Familiarity with consultation scheduling tools (Calendly, Zoom, Google Workspace).

Bilingual (e.g., English–Spanish, English–Mandarin) is a plus.

Core Competencies

Customer-first mindset

Professionalism and patience

Active listening

Problem-solving

Team collaboration

Adaptability in a fast-paced environment

Work Hours & Expectations

Availability for evening or weekend shifts may be required based on family availability.

Must maintain confidentiality and uphold data protection standards when handling student information