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SimplePractice - Phone Support Specialist

Full Time: 40k - 48k Annually Salary, Monday-Friday 9am-6pm 40 hours per week
Job Description:
  • Qualifying leads for our products and services over the phone
  • Identifying opportunities to make product suggestions/referrals based on the customers’ needs
  • Entering details into a database system and following-up with customers
  • Keeping accurate track of customers’ needs and notating all information correctly into customers’ accounts
  • Responding to all customer inquiries by either solving customers’ questions and issues directly or transferring calls to other appropriate Customer Success team members
  • Troubleshooting basic account and feature issues
  • Displaying etiquette, knowledge, and solutions when servicing customer account inquiries and conducting transactions in accordance to service standards
  • Maintaining close adherence to the defined daily schedule to ensure proper resource coverage
  • Maintaining a minimal amount of errors to ensure a positive customer service experience
  • Ensuring conversations meet security and compliance requirements
Education Requirements:

College Degree

Desired Skills:
  • Professionally interact with customers on calls while maintaining a focus on providing timely and accurate resolutions
  • Quickly identify the customer’s request or concern and efficiently provide the most effective solution
  • Effectively use critical thinking skills to solve problems for customers in a timely manner 
  • Express empathy and compassion, taking full ownership of the customer’s satisfaction
  • Proactively gain and maintain a full understanding of our portfolio of features and services
  • Effectively summarize and relay information
  • Respond to incoming requests for cancellation of services and offer retention solutions where appropriate
  • Efficiently enter accurate and detailed records of client interactions and actions taken
  • Achieve productivity standards and goals set by the company while maintaining high quality calls and following expected call flows and protocols
  • Work well independently within guidelines and complete work without requiring follow up
  • Previous customer support experience
  • A sense of urgency to complete work efficiently and accurately
  • Comfortable with ambiguity to determine the best solution for our customers 
  • Comfortable with simultaneously managing a large number of computer-based programs, applications, and toolsets to perform job duties
  • Tech savvy and comfortable with web apps - Mac OS, Slack, Asana, Zendesk, Google Docs, and the like. You should be able to use them with ease and be sharp enough to troubleshoot any issues you have
  • Comfortable working directly with customers in urgent and detail-sensitive scenarios
  • Excellent communication, problem solving skills, and phone etiquette
How to Apply:

Use the link below to submit your application: