Customer Care Agent

2 weeks ago

Vaughan, Canada Kumon North America, Inc. Full time

**Job Summary**:
Customer Care Agents support Kumon North America's Customer Service function and its mission is to handle all responsibilities surrounding lead management. The intent is to streamline operations to align with our Customer Relationship Management (CRM). Agents bridge the gap between the customer and the Kumon brand. The role and responsibility of this person is to ensure that each touchpoint across the customer journey is engaging, efficient and effective.

**The role**:

- Kumon North America Inc. position
- Bilingual in Spanish/English required
- Remote-only (work-from-home), open to applicants in Canada
- 7.5 hours a day; between 11:30am-8pm EST as determined by management, no weekends
- This is an hourly position and is not eligible for benefits or paid vacation
- Requires work up to 40 hours except for statutory holidays (i.e., Jan 1st, Dec 25th)

**Salary range**: $23.81 - $25.66 an hour

**Core Job Responsibilities**:

- Answer calls to 1-800-ABC-MATH and Kumon Centre phones that are part of the Kumon Lead Management System (KLMS)
- Manage calls from new customers seeking information about the Kumon Program and interested in booking an appointment.
- Answer complaint calls and document
- Work closely and collaborate with all things related to the CRM (Salesforce)
- Other duties as assigned.

**Qualifications**:

- High school diploma or higher education is required.
- Bilingual in Spanish/English

**Intermediate skills required**:

- Computer/technical skills
- Salesforce - experience an asset
- Microsoft Work and Excel
- Analytical skills
- Clerical/Administrative
- Communication - oral and written
- Time management and prioritization
- Customer service experience preferred*

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