Customer Support Representative

Flatiron School - New York, NY - Full time

The Flatiron School is seeking a Customer Support Representative to join our rapidly growing enrollments team! To support our expanding product portfolio and our online campus, we are seeking someone who can interact with current and prospective students, engage with them and support them throughout their journey through our programs. In this position, you will have the opportunity to meaningfully contribute to the rapid growth of our organization by helping students literally change their lives.

The Customer Support Representative will:

  • Communicate constantly, energetically, and warmly with students
  • Listen to student questions and concerns and making sure their needs get met in a timely fashion
  • Respond quickly and thoughtfully to inbound calls and emails from students
  • Recommend solutions to student scheduling, financial, and other concerns based on our current products and policies
  • Coordinate all follow-up to ensure that student needs are met
  • Understand and communicate Flatiron School's products, programs, features, and benefits to all students
  • Retain students in their program of choice so that they can fulfill their educational goals
  • Support the growth goals of our organization

A successful Customer Support Representative is:

  • Someone who has worked for 1 year or more in customer service, retail, account management, or other jobs that support customers
  • Someone who seeks solutions to customer concerns
  • Someone with empathy, who can listen and communicate with a wide range of people
  • Someone with experience being managed to quantitative goals, including student retention metrics, interactions per day, and time to first response
  • Someone with tenacity and flexibility who can pursue the goal in front of them and pivot as the situation changes
  • Someone who analyzes what works and what doesn't and takes action based on findings
  • Someone with excellent written communication and organizational skills
  • Someone versatile and flexible that thrives in a fast-paced and dynamic environment
  • Someone who embodies our company values: Be Scrappy, Make No Little Plans, Pursue Mastery, Radiate Positivity, and Work Together

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Flatiron School

Flatiron School (a WeWork Company) teaches passionate, creative people how to code. We’ve been teaching since 2012, and now we’re developing software and programs to bring our successful curriculum to more students.

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