ABOUT THIS POSITION

This position is located in San Marcos, CA. First and foremost, the Customer Experience Sr. (Fulfillment) Advisor ensures that customers', Advocate, Advisor, and Sr. Advisor needs are met in a timely, high quality manner. Like the rest of the Customer Experience Team, the ideal candidate handles fast-moving, high-pressure situations, while staying calm and collected and having a ridiculously positive attitude.

The ideal candidate understands how customer support contributes to the overall success of the company and is driven by supporting the needs and growth of others.

WHAT YOU’LL DO

  • Handle contacts (Calls, Chat, Texts and Emails) from customers with empathy and understanding, and serve as a role model of exceptional customer service
  • Handle Tier II tickets and escalations based on brand or vertical assigned
  • Collect and organize customer feedback or product bugs to share with the CX management team and other stakeholders in the company
  • Participate in feedback sessions with Product and LX on new product and student feedback
  • Complete projects that enhance the output of the team and strengthen support for our customers (e.g., assisting with training new team members, creating resources/guides)
  • Use your advanced knowledge of customer experiences to contribute ideas and insights that enhance the customer experience
  • Develop authentic and strong relationships with our awesome Aceable community members through proactive outreaches and stellar, responsive communication
  • Have at minimum understanding of 2 brands, with a speciality in a single vertical, brand, channel and the ability to swiftly move back and forth and uptrain on new products 
    • Support fulfillment daily duties and initiatives by printing certificates, reporting student completion data to the courts or agencies, and processing certificate requests from students, completion data resubmission requests, and all express delivery requests
    • Act as the liaison between the courts and Aceable to provide excellent customer service
    • Manage the reissuance of certificates for students that need original copies
    • Maintain certificate stock inventory
    • Understand and research system errors and assist the team in quickly resolving issues
    • Ability to conduct the CA TVS audit process
    • Interfacing directly with the the DMV auditors or investigators. 
    • Operations Specialty
    • CA Office Requirements

WHAT YOU’LL NEED

  • 3+ years of customer service experience
  • Ability to exercise independent judgment and employ exceptional critical-thinking and problem-solving skills
  • Initiative and self-awareness: if you see a problem, you don’t wait for others to notice; you know a good idea when you see one, and know how to take charge and run with it
  • Ability to give and receive constructive feedback:we're constantly striving to improve, and we want candidates who can be a part of that growth
  • Positive attitude every day that enables people to succeed 
  • Time-management skills and eye for prioritization necessary to balance all of your responsibilities
  • Punctuality:you are committed to arriving on time for your scheduled shifts and being an example to the team in this regard
  • Flexibility: we’re at a critical stage of the company, and we all wear many different hats   
  • Passion to help people be better than they were yesterday--this extends beyond service to customers to include your team and the company as a whole
  • This role is a Houston office-based role and will have limited work from home ability 

ABOUT ACEABLE

Aceable is a mobile education platform designed to create affordable, engaging, and convenient online courses available across mobile devices. Built by former teachers, NASA engineers, and those passionate about education, our team is obsessed with helping people reach their life goals and milestones through online certification. 

After launching our first mobile app to provide accredited driver's ed courses, Aceable expanded into real estate education and most recently entered into healthcare education. Aceable serves hundreds of thousands of students per month, but we need your help to tackle our vision of serving millions of students per month! 

Aceable has been awarded as one of the Best Places to Work in Austin for multiple years running by numerous entities, such as the Austin Business Journal, BuiltInAustin, and EqualOcean. We actively work to foster a creative, collaborative, and diverse culture whose overall mission is to impact as many student-lives as possible.

ABOUT THE TEAM

The Aceable Customer Experience team is the first point of contact for all customer service issues. They are a customer facing, problem-solving, and results driven team. They deliver excellent customer service and provide thorough and clear resolutions for our customers. They have a passion for pursuing growth through training, coaching, and learning new skills.

ACEABLE PERKS

  • Join one of Austin's Best Places to Work in 2022
  • Competitive total rewards (base salary + bonus/stock options, if applicable)
  • 401k match
  • Robust medical, dental, and vision benefits 
  • Generous paid time off programs + 19 paid holidays per year
  • Flexible work schedule
  • Wellness programs
  • Free access to LinkedIn Learning
  • Our own space on the top floor of a downtown Austin building with free parking
  • Weekly lunch, a fully stocked fridge, and plentiful snacks
  • Company events and activities (holiday events, happy hours, volunteering)
  • #PursueGrowth Reimbursement ($500 per year for full-time employees)
  • Free Roadside Assistance subscription
  • Passionate teammates excited to help you succeed and learn
  • NOTE: Our team is currently working in a hybrid work environment with flexibility to work in office or remote based on role/department

At Aceable we celebrate and support all differences. Aceable is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital, disability, and veteran status. Even if you don't think you meet every qualification listed, we'd love to review your application!

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