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Reference ID: 23
Job Title: Customer Service Representative
Functional Area: Client Services and Technical Support - Mastery Training Services
Employment Type: Full Time
Primary Location: Novi, Michigan
Description: Mastery Training Services provides employers with online training resources and premium support services. Our goal is to help build more successful, effective and amazing organizations.

We are seeking a motivated individual who enjoys working with people to join our company in the role of Client Services and Technical Support. The qualified candidate will be instrumental in maintaining a robust and healthy relationship with our clients. As the main contact many clients have with our business, the role of Support Representative is critical. You will provide proactive support to build long-lasting professional relationships and ensure clients are getting the most out of their training.

  • Provide support for our LMS and ecommerce clients by telephone and email

  • Monitor and respond to inbound support calls, emails, and web-based inquiries

  • Schedule and perform LMS orientations for new and existing accounts

  • Train clients to effectively use our training systems to maximize their success

  • Document all client contacts by entering cases in Mastery‚Äôs CRM system (Zoho)

  • Troubleshoot and resolve technical issues with our training and administrative systems

  • Provide a positive service experience for those seeking assistance in order to facilitate long lasting relationships

  • Communicate best practices when assisting clients


  • Committed self-starter willing to proactively study and become an expert on our systems

  • Strong problem solving and analytical skills for support issue resolution

  • Excellent verbal and written communication skills

  • Superior telephone etiquette with great listening skills

  • Positive team player, organized with good time management skills and strong attention to detail

  • Passion for exceptional customer service: professional, courteous and patient

  • Strong Microsoft Excel, Gmail, Windows 10, and overall PC Skills

  • Would be helpful if candidate had knowledge of LMS curriculum management, reporting, course import, user import and data export

Posted: 2019-01-09

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