Support Representative

Customer Support Representative | Crisis Prevention Institute

This is a full-time role at Crisis Prevention Institute, located in Milwaukee, WI with a hybrid work schedule. CPI is the worldwide leader in evidence‑based de‑escalation and crisis prevention training and dementia care services, helping professionals across service‑oriented industries to recognize, prevent, and respond to crises. This role is crucial for delivering exceptional pre‑ and post‑certification support and effortless customer experiences, directly contributing to CPI’s mission of ensuring the Care, Welfare, Safety, and Security of everyone through empathy and meaningful connections.

• Role:
  Early Career
• Type:
  Full‑time
• Location:
  
  Hybrid, Milwaukee, WI
• Team:
  Critical member of the Customer Support team
• Mission:
  This person resolves customer and Certified Instructor inquiries, processes orders, and generates leads to ensure customer satisfaction and support program growth.
• Tech Stack: CRM system, Great Plains accounting system, Knowledge Management System (KMS)

• Provide complete and accurate responses to customer and Certified Instructor requests arriving via telephone and email, delivering quick and effective resolution to issues.
• Process event registrations and product orders, including those that involve credit card payments, ensuring compliance with PCI standards.
• Place outbound calls as necessary to fulfill customer service requests, secure needed information, generate leads, and offer Certified Instructors renewal event registrations.
• Take the initiative to offer suggestions that improve customer experience, organizational growth, and operational efficiency.
• Demonstrate competence leveraging CPI’s Customer Relationship Management (CRM) system, the Great Plains accounting system, and Customer Support’s Knowledge Management System (KMS).

• Background:
  High School Diploma or GED, with core domain knowledge in the customer service industry.
• Experience:
  
  Two or more years of work experience in the customer service industry.
• Skills:
  
  Strong analytical and problem‑solving skills with attention to detail; excellent verbal and written communication and effective listening skills; ability to learn and utilize technical systems; efficient time management skills; ability to work in a collaborative environment.
• Bonus:
  Bachelor’s Degree, experience within a contact center environment, Spanish or French language proficiency.