Customer Service Rep I at Ascend Learning, Inc. in Gilbert, Arizona

Job Description:

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

For over 35 years, National Academy of Sports Medicine® (NASM®) has set the standard in fitness education with best-in-class evidence-based programs. We have educated over 1.4 million fitness professionals in over 100 countries, creating a global space for optimal well-being and fitness. From personal training to nutrition coaching, wellness to sports performance, NASM trainers and specialists work at every level to help all clients set and reach their own unique goals.

WHAT YOU'LL DO

NASM, a division of Ascend Learning, is hiring a Customer Service Representative reporting to the Customer Service Manager. The Customer Service Representative will have responsibility for engaging with NASM and AFAA members in a contact center environment to provide post-sales support.   

WHERE YOU’LL WORK

This position will hybrid out of our Gilbert, AZ office.  Remote candidates will be considered.

HOW YOU’LL SPEND YOUR TIME

• Provide accurate, friendly, and responsive service to NASM and AFAA members that meet or exceed Service Level Agreements.


• Resolve incoming member requests and inquires via telephone, email, and/or social media.


• Provide light technical support for members including UN/PW resets, browser/operating compatibility evaluation and courseware tutorials.


• Process in-policy member requests for cancellations and retests, and make resolution-oriented and fair recommendations for out-of-policy requests.


• Fully document inquiries and resolutions.


• Identify and report unusual inquiry trends. 

WHAT YOU'LL NEED

• Minimum of 2 years of customer service.


• High school graduate or equivalent.


• Friendly and resolution focused interpersonal skills.


• Articulate verbal and written communication skills.


• Experience navigating various business systems to support customer inquiries.


• Problem solving skills.


• Interest in fitness and training preferred.


• Certified Personal Training (CPT certification) highly desired.

 

BENEFITS

• Flexible and generous paid time off


• Competitive medical, dental, vision and life insurance


• 401(k) employer matching program


• Parental leave


• Wellness resources


• Charitable matching program


• Hybrid work


• On-site workout facilities (Leawood, Gilbert, Burlington)


• Community outreach groups


• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

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.

 

Customer Service

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