At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,
Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,
and the community as a whole.
OnCourse Learning, a Colibri Group Brand, empowers individuals and financial institutions to grow through comprehensive enterprise compliance, risk management, and professional development education.
With a consultative approach, a flexible, purpose-built learning management platform, and over 600 effective and engaging courses, OnCourse Learning ensures career success while minimizing and mitigating compliance risk. You gain education and certification while your institution efficiently manages complexity, change, and growth.
For the past 40 years, OnCourse Learning has partnered with over 10,000 enterprise customers and helped over 300,000 mortgage and insurance professionals begin and advance their careers.
OnCourse Learning takes eLearning to the next level by delivering personalized learning experiences and engaging educational content. Our learning, subject matter, and compliance experts continuously monitor regulatory changes and update courses to provide compliance and professional development education that resonates.
Job Summary
In support of the company mission, the Customer Service Representative – Sales will assist in coordinating and executing sales tasks related to the mortgage and banking businesses. They will answer incoming calls and emails and will provide sales support to users of our education products and services.
The employee is expected to adhere to ethics, policies, and practices as established by OnCourse Learning.
Essential Functions
1. Answer customer inquiries via telephone, internet, or email in a friendly and professional manner, and provide customers the requested information in a timely manner with an expected timeline via telephone, email, and Internet.
2. Track customer inquiries using online support management systems and tools.
3. Coordinate, manage, and complete outbound communication via phone or other methods to end-users to ensure timely resolution of issues.
4. Work with product end users to establish and meet the business needs while abiding by our own business protocols and plan
5. Participate as needed with onboarding and training of new team members
6. Use tools and resources available to efficiently and accurately solve problems and answer questions as they relate to login credentials and the use of OnCourse Learning’s multiple websites and applications.
7. Contribute to achieving key performance metrics, including customer satisfaction, abandoned call rates, number of calls answered, average speed of calls answered, and length of calls.
8. Other duties as assigned.
Education, Skills, and Experience
· High School Diploma required; College Degree preferred; 2+ years related experience
· Ability to work efficiently in a high demand, team-oriented, and fast-paced environment required.
· Technical background and knowledge with focus areas on desktop support; tablet and mobile device support is a plus, but not required.
· Ability to maintain confidentiality.
· Excellent customer service skills.
· Excellent organizational, interpersonal, written and verbal communication skills.
· Must be detail-oriented and possess exceptional problem-solving and follow-up skills.
· Strong knowledge of Microsoft Office: Word, PowerPoint, Excel, and Outlook.
· Preferred knowledge of Salesforce.
· Ability to work well in a team structure, while moderately supervised.
Key Factors
Supervision - This position is minimally supervised.
External/Internal Customers - This position will require contact with clients, vendors, online users, and OnCourse Learning.
Confidentiality - There is access in this position to confidential company information.
Travel - The position requires no travel.
This is a remote position.
Physical, Demands and Work Environment
· Continually required to sit.
· Continually required to use hands and fingers.
· Continually required to talk or hear.
· The noise level in the work environment usually is quiet.
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!
