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Why might you want this job?
Sterling Ledet & Associates, Inc. is a great place to work. We have been in the software training business since 1993 and profitable every year, experiencing record sales growth in 2008. We were one of Adobe's first authorized training centers and have operated training centers for Apple, Quark and Fuji. We have several company-owned training centers across the US and work extensively with other Adobe Certified training centers nationwide. All management is centralized in our Atlanta-based headquarters. We are an eleven year old privately held company based in Tucker, GA. We offer a great work environment, competitive pay and benefits, quality products & services, excellent learning opportunities, and experienced leadership.
Topgrading our team is a top priority of senior management, including the CEO. Team members are respected, appreciated and play an integral part in both the success of the company and the decision-making process. Input is valued and carefully considered.
Working here is challenging and requires dedication, but the rewards are proportionate. Since we are in the people development business, we invest significantly in training and development for our staff. Healthcare and generous paid time-off are provided. We provide a dollar for dollar company match through our Simple IRA plan.
If you are looking for a small business where you can make a big impact and grow with the company over the long-term, we encourage you to apply. Our application and interviewing process is unique and does require some effort.
The first step is to check out our company and its core values and corporate culture on our website at www.ledet.com/about/careeropp. Make sure you really want to work here.
Second step is a requirement that all candidates apply for the position using the large Apply Now button provided on our Monster job posting. You will then have the opportunity to answer your choice of 3 or more of the supplied pre-screening questions.
This prescreening questionnaire is one of the ways we work hard to protect our culture and ensure a great long-term fit for each position and it is a prerequisite toward our consideration of your application. It is highly recommended that you answer these questions thoroughly as we typically review your answers to our questions prior to our review of resumes.
Job Description for Client Care Specialist
Position Overview
Assist our clients by advising, coaching and assisting on appropriate class selection. Process electronic and manual registrations into Filemaker (Registration System), QuickBooks (accounting system) and Microsoft CRM (Client Relationship Management System).
Principal Job Responsibilities:
- Process and manage client registrations from initiation to completion
- Ensure system integrity. Although we have great automation to minimize rekeying, the position requires careful consideration and thought.
- Ensure that appropriate managers, trainers, or supervisors are aware of any potential problems and suggest corrective actions. Act as a client advocate.
- Log all activities in registration system with detailed information on each customer contact
- Handle inbound calls requesting information on classes, redirecting appropriate large account opportunities to account executive as necessary. Provide class details, directions to facilities, etc.
- Make outbound calls to verify information with clients, follow-up on customer inquiries, and clarify all customer service related issues including cancellations and rescheduling of classes.
- Ensure system integrity. Although we have great automation to minimize rekeying, the position requires careful consideration and thought.
- Manage events within assigned territory
- Help determine how many students are necessary to hold an event profitably.
- Guide clients and prospective clients as necessary into classes that have high likelihood of being held, instead of putting student into a class that has a high likelihood of being canceled. Work as a team with other client care specialists to ensure overall company profitability and maximize client satisfaction.
- Follow up on all cancelled classes and "tentative problems" in order to proactively avoid challenges
- Manage schedule in each city within territory for 6 to 12 months out, adding deleting or modifying dates as needed.
- Review all upcoming events and student activities daily for event status changes.
Qualifications
- Minimum 3 years experience in a customer service role
- Some College Preferred. Previous experience in computer training sales or customer service a plus.
- Proficient computer skills including great written communications and ability to work efficiently in Microsoft Outlook
- Customer Service orientation with outstanding communication and influencing abilities
- Self-starter, independent “doer”
- Strong organizational skills including attention to detail and follow-up
This position is part of the Client Care team and reports to the Client Care Supervisor. The hours are Monday - Friday 9:00am - 6:00pm. Sterling Ledet & Associates, Inc. offers a comprehensive benefit package including paid medical/dental, SIMPLE-IRA retirement plan with company matching and performance bonuses.
Salary requirements/expectations must be included within resume for consideration.
This position has NOT been budgeted for relocation and only local candidates will be considered.
Principals only - this position has not been budgeted for agency fees.