Customer Support for Parent Clients

BrainWare Learning Company

Customer Support for Cognitive Training Clients
Reports to the president/ Chief Operating Officer

This role supports the families for whom we provide cognitive assessment and training services for their children or themselves. This role in involved in every phase of our client’s experience with us. This role demands a high level of product knowledge, as well as excellent communication skills to ensure that customers feel valued and supported.

Responsibilities:
• Serves as the primary coach for parent coaches (parents trained to work with their own children in our programs.
• Provides timely and accurate customer support via phone, email, live chat, or social media.
• Updates our Customer Relationship Management (CRM) system with information from multiple sources when prospects book calls with one of our learning advisors.
• Troubleshoots and resolves customer issues with the aim of increasing satisfaction.
• Creates weekly reports for families who are coaching their own children on their children’s progress.
• Documents and tracks customer issues, including feedback and resolutions.
• Contributes to the development and improvement of customer support processes and policies.
• Supports the president and COO in analyzing data on improvement in students’ cognitive skills and other measurements.
• Organizes and monitors post-training recommendations.
• Organizes client interviews and manages interview recordings.
• Works collaboratively with the president, the operations coordinator and the director of cognitive coaching to ensure the highest level of support for our clients.

Skills:
Will know or learn to use software programs including:

• Claritysoft (CRM)
• Brevo (CRM/Bulk email)
• Office365
• Admin portals for proprietary cognitive assessment and cognitive training programs (BrainWare SAFARI and Mindprint)
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and empathetically.
• Strong problem-solving skills and the ability to think on one’s feet.
• Good time-management skills and the ability to prioritize work effectively.

In addition to providing a resume, as part of your application, visit Click to view/cognitive-skills/cognitive-skills-definitions/. Choose one skill that you think is a strength and how it helps you in your work. Choose one skill that is weaker and how you manage so that you can still be successful. IF YOU DO NOT INCLUDE THIS INFORMATION IN YOUR APPLICATION, WE WILL NOT CONSIDER YOU FOR THIS ROLE.

Please note that this role needs to be available during our standard business hours, Monday through Friday from 9 a.m. to 5 p.m. CENTRAL TIME in the U.S.