Note: The job is a remote job and is open to candidates in USA. CalCPA is a mission-based nonprofit organization dedicated to enhancing the value and integrity of the CPA profession. They are seeking a friendly and tech-savvy Customer Success Representative to provide exceptional support to their members and customers through various communication channels, ensuring a positive experience and resolving inquiries effectively.
Responsibilities
- Provide exceptional member and customer support via:
- Phone - Zoom Call Center
- Live chat - text.com
- Email inquiries
- Assist members with:
- Account and membership questions
- Technical troubleshooting and issue resolution
- Event and education registration support
- Product and service inquiries
- General CPA Licensing and Continuing Education questions
- Accurately document interactions, member and customer records, and updates in Salesforce and related systems
- Occasional data entry
- Conduct outbound outreach and follow-up communications as needed
- Collaborate with internal teams to resolve customer issues efficiently
- Maintain professionalism, empathy, and responsiveness in all interactions
- Support departmental projects and administrative tasks as assigned
- Participate in team meetings, training, and process improvement efforts
Skills
- Minimum 5 years of customer service or call center experience
- High school diploma or equivalent required
- Strong verbal and written communication skills
- Ability to manage multiple inquiries and systems simultaneously
- Excellent attention to detail and organizational skills
- Strong problem-solving skills and customer-focused mindset
- Comfortable working in a dynamic, evolving environment
- Ability to work independently while collaborating effectively with a remote team
- Flexibility in response to changing priorities and scheduling needs
- Salesforce or similar CRM/ticketing systems
- Zoom Contact Center or automated call distribution systems
- Live chat platforms
- Microsoft Office Suite, including Outlook, Excel, Word, and Teams
- Digital collaboration and AI-assisted tools such as ChatGPT
- Additional education in business, communications, customer service, or related fields is a plus
Benefits
- Competitive Medical, Dental and Vision Insurance
- 401(k) + Employer Match + profit sharing
- Life Insurance
- Long-Term Disability Insurance
- Pet Insurance
- Wellness/Gym Membership
- Paid Leave of Absence
- Generous PTO
- 13 Paid Holidays
- Gratitude Days
- Monthly remote-work reimbursement to power your Internet
- Company Retreats
- Holiday Events
- Tuition Reimbursement
- Free CalCPA classes and events
Company Overview