Client Care Supervisor (Personal Services)

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance, and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom, and responsibility with a commitment to meritocracy, inclusion, and diversity of thought. Continual investment in our over 1500 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S.

Ascend Learning's Nursing Segment is fueled by a commitment to excellence in nursing education. Our nursing brands — ATI, APEA, and NursingCE — offer evidence-based solutions designed to develop practice-ready nurses who are prepared for board certification and clinical practice. We use data analytics and engaging learning tools to help nursing students master core content. And we provide nursing education programs and professionals with best-in-class support and expertise from some of the sharpest minds in nursing education. We aid nurse educators in understanding students' comprehension based on nearly two decades of data — including more than 12 million proctored assessments — that detail student learning and performance. The result is customers who are confident in the advice and guidance we provide with our quality-focused assessments and positive outcomes.

This position is responsible for building and coaching a team of Customer Service Representatives.  This position promotes a professional mentor relationship with the Client Care team, enforces positive client interactions and adherence to operational guidelines.  The role handles daily responsibilities of the Client Care team, elevated call resolution, questions, concerns, or opportunities to the department best equipped to implement new products or process improvements that will be of value to the client base.  This position will work from our Leawood Kansas office location and also hybrid as defined. Ability to work a 12:00 pm-9:00 pm shift

Responsibilities

• Strategically lead the Client Care team to reach department goals and company vision
• Manage quality assurance to ensure that the Client Care team's interactions with clients are positive and adhere to operational guidelines
• Identifies system and workflow improvements to enhance the team's efficiency
• Resolve incoming customer requests or inquiries via telephone, email or live chat and serve as a point of escalation for client resolution
• Maintain a working knowledge of products, services, and policies within the business and train team members to effectively support the business
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Guide and review the on-going development and achievement of project work and individual OKR's.
• Documentation of inquiries and resolutions
• Provide light technical support for customers
• Identify and report unusual inquiry trends or system issues

Education & Experience

• Bachelor's degree is preferred. High school education or equivalent required.
• One to three years of customer service experience
• Previous call center experience is preferred
• 1+ years of experience directly managing employees 

 Skills & Abilities

• Strong leadership and supervisory skills
• Ability to coach team members and develop future leaders
• Friendly and resolution focused interpersonal skills
• Articulate verbal and written communication skills
• Excellent collaboration and teamwork skills
• Proven organizational and time management skills
• Ability to keep up in a fast-paced environment
• Strong attention to detail and ability to solve complex problems
• Technical aptitude
• Experience navigating various business systems to support customer inquiries
• Openness to additional responsibilities
• Ability to work a 12:00 pm-9:00 pm shift

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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Customer Service