Customer Service Representatve

Job Description

Position : Customer Support Representative

Location : Remote

Job Type : Full-Time

Hours : Monday – Friday, 10 : 00 AM – 7 : 00 PM (US Mountain Time Zone)

Job Summary

Peterson’s is seeking a friendly, patient, and technically skilled Customer Support Representative to serve as the first point of contact for our valued customers. In this role, you will provide support across our diverse range of educational products, including Peterson’s Test Prep, Military Skills Courses (e.g., ASVAB), and RMC Learning Solutions , which specialize in training materials for certifications offered by the Project Management Institute (PMI) such as PMP, CAPM , and more.

As a key member of our small, dedicated team, you will act as a subject matter expert, client advocate, and champion for clear documentation. You’ll be tasked with resolving customer challenges, ensuring a positive brand experience, and upholding our commitment to quality service.

Key Responsibilities

Timely Support : Respond to inbound calls, chats, and emails from customers, prioritizing urgent issues to ensure prompt resolution.

Issue Resolution : Address customer concerns and technical challenges (e.g., browser troubleshooting, system navigation) with professionalism and empathy.

Product Expertise : Stay up to date with product knowledge and serve as a go-to expert for Peterson’s and RMC offerings.

Escalation Management : Appropriately escalate complex issues to internal teams or clients as needed.

Accurate Documentation : Maintain detailed, organized records of all customer interactions and resolutions in the ticketing system.

Work Environment & Expectations

Maintain an “available” status throughout your shift to answer calls and manage tickets.

Remain productive even during low call volume by focusing on ticket management and other assigned tasks.

Consistently meet weekly performance metrics including Call / Ticket QA, CSAT (Customer Satisfaction) scores, and productivity benchmarks.

Skills & Competencies

Exceptional Communication : Strong written and verbal communication skills with the ability to remain calm, empathetic, and professional in challenging situations.

Technical Aptitude : Solid understanding of basic technology with the ability to take on complex technical issues.

Problem-Solving : Strong prioritization, independent thinking, and time management skills to resolve customer issues efficiently.

Self-Motivation : Eagerness to be a continuous learner and maintain up-to-date product knowledge.

Accountability & Reliability : A reliable, detail-oriented team player who takes full ownership of assigned tasks.

Requirements

Required Experience & Education

2+ years of experience in a customer-facing role.

Proficiency with web-based chat tools and email platforms (e.g., Gmail, Outlook, Slack).

Experience with ticketing systems such as Zendesk (preferred), Jira, or similar.

Benefits

Benefits

Great Place to Work–Certified Company

Premium HMO

Holistic employee experience

Work-from-home and hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

Requirements

Key Requirements : Strong problem-solving skills with a proactive and solution-oriented mindset. Previous experience with coding education platforms, especially block-based (e.g., Scratch-like) or JavaScript-based environments. Experience with Cluey’s Code Camp World is not required, but familiarity with similar platforms is preferred. Basic understanding of HTML, CSS, and JavaScript is desirable but not essential. Excellent written and verbal communication skills, with the ability to interact clearly and effectively with students and instructors. Strong attention to detail and accuracy when diagnosing issues or providing instructions. Comfort with documentation tasks, including updating internal FAQs and guides in a clear and concise manner. Familiarity with educational content, lesson plans, or digital learning resources is a plus. Preferred Qualifications (Nice to Have) : Experience with team collaboration and support tools such as Slack, LiveChat, or similar platforms. Familiarity with Markdown writing and basic understanding of version control systems (e.g., Git). Proficiency in Google Sheets or Microsoft Excel for tracking, reporting, and data management.