Job Description

North American Learning Institute (NALI) is committed to providing our students with the absolute best in distance learning. We offer over 35+ quality courses to help satisfy legal orders and employer workforce compliance requirements both in the US and Canada. We're helping to define the future of online education with effective and engaging tools for our students. As the global pandemic drives educators to seek out new solutions for better remote learning, NALI continues to experience significant growth. We're seeking talented and motivated individuals to help us meet the increasing needs of the students and referral partners we serve.

As a work from home Customer Service Representative at NALI, you’ll be NALI's front-line team member that’s focused on helping guide our students toward success with direct interaction via text, email, and (sometimes by phone). You are the face of NALI to every student and referral partner who works with you. This role gives you the unique opportunity to have a daily positive impact on our students and clients. Here at NALI you will find a CAREER and a place to call home that will make you feel like family.

We’re Looking For Someone With These Skills:

• A positive, empathetic, and professional tone and attitude toward students/clients and team members at all times
• Must be available to work nights, weekends, and holidays.
• Experience in sales or retention a plus
• Effective communication skills that help de-escalate while problem solving.
• The ability to work with multiple screens and programs open to help resolve student issues.

To succeed in this role, you should have the following skills and experience:

• Some college required, college degree a plus.
• Fluent English language required additional languages a plus.
• 1-3 plus years of customer service experience preferably email/chat/text experience
• Strong work ethic with proven dependability.
• Fast-paced work environment
• Ability to quickly learn new applications and processes.
• Strong verbal and written communication skills with the ability to communicate effectively by email, text (and phone).
• Solid computer/internet/keyboarding skills with high-speed internet
• Ability to accurately type information.
• Strong analytical and problem-solving skills, including active listening skills and the ability to gather information in a fast-paced environment.
• Demonstrated passionate customer focus with desire to delight the student/client.
• You are...
  • Empathetic - you listen intently to what affects people and put yourself in their shoes.
  • Friendly - you are someone who stays genuine when interacting with others.
  • Patient - you don't cut people off during a conversation, so that you make others feel heard and equally important.
  • Tech-Savvy - you can quickly pick up how things work and learn new technologies with ease.
  • Attentive - you pay attention to what's being needed, and proactively get involved.
• Live in the Orlando Area to be able to train for 1-2 weeks before moving to remote.

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