Customer Service Representative

As a Customer Service Representative at Riverside Insights, you will play a critical role in delivering best-in-class support that our customers rely on. You’ll ensure seamless experiences by resolving issues quickly, educating users on our platform, and fostering strong relationships through exceptional service. 

 In this role you will get to: 

• Promote a best-in-class customer experience.
• Demonstrate platform knowledge to enhance customer understanding and utilization of products.
• Educate customers by sharing new features, relevant updates, tips, and best practices.
• Address customer's concerns accurately, providing additional help with appropriate next steps, and customer appreciation.
• Collaborate actively in team meetings and across internal support functions, contributing ideas and fostering communication to achieve shared goals. 
• Identify and pursue professional development to enhance your skills, and apply new methods or processes learned to improve customer satisfaction and resolution times. 

Disclaimer:  
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.   

• Strong professional communication skills (phone and written).
• Ability to prioritize, multi-task, and adapt quickly in a fast-paced environment.
• Proven experience in delivering excellent customer service, ideally in a call center setting.
• Attention to detail and accuracy in data entry and ticket resolution.
• Ability to analyze and evaluate information critically to educate customers effectively and provide accurate responses to customer inquiries.
• Commitment to continuous learning and applying new skills to improve performance. 

Physical Requirements for this position: 

• Remote 
• Up to 5% travel for off-site meetings 
• May require stationary positions (sitting or standing) for extended periods.

• Medical, Dental, and Vision plans  
• Company paid basic life and AD&D insurance  
• Company paid short-term and long-term disability  
• Supplemental life insurance options  
• Company paid Employee Assistance Program (EAP)  
• Retirement plan with discretionary company matching  
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options  
• Premium subscription to Calm for employee and dependents 
• Company paid time off (PTO)  
• 13 named holidays, 2 floating holidays, and 4 early-release half days 
• Quarterly Focus Days
• Flexible work arrangements
• Work-from-home expense reimbursement  
• Tuition Reimbursement Program  
• Company orientation and 30/60/90 Day Onboarding 

Compensation: A reasonable estimate of the compensation for this position is $21.00 USD per hour.

Why Join Our Team?  
At Riverside Insights, achieving real results for students and educators is more than talk – it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you. 

Riverside Insights is an Equal-opportunity Employer: 
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Our Commitment to Diversity & Inclusion: 
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated. 

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.