Customer Support Associate

Our Story:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and SecuritySM of everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.

As a member of the team, you can expect to:

• Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
• Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

The Customer Support Associate is a critical, entry-level role within the Customer Care team that delivers fast and accurate service to CPI’s Customers and Certified Instructors (CIs) via multiple channels. The Customer Support Associate’s emphasis is on delivering “effortless” customer experiences and the highest levels of first contact resolution (FCR).

This position will provide complete responses to relatively routine telephone inquiries and requests quickly and effectively to resolve issues. The Customer Support Associate will acquire and demonstrate competence by leveraging CPI’s Customer Relationship Management (CRM) system and Customer Support’s Knowledge Management System (KMS). This role will demonstrate a thorough knowledge of CPI’s programs, events, policies and procedures, and payment card industry (PCI) compliance standards.

What You Get To Do Everyday:

• Provide complete and accurate responses to inbound telephone calls.
• Deliver quick and effective resolution to routine issues.
• Enter and scan State Tax Exemption certificates.
• Process event registrations and product orders, including kit shipments.
• Place outbound calls as necessary to satisfy customer service requests and to secure information needed to complete registrations and product orders.
• Generate leads and offers to register CIs in Non Crisis Intervention (NCI) Renewal events.
• Take the initiative to offer suggestions to improve the customer experience, organizational growth, and operational efficiency.
• Perform other position-related duties as assigned.

You Need to Have:

• High School Diploma or GED
• Six months or more of work experience in customer service
• Compassionate individual
• Customer focused
• Strong analytical and problem-solving skills, with attention to detail
• Excellent verbal and written communication and effective listening skills
• Ability to learn and utilize technical learning
• Ability to prioritize time management skills efficiently
• Ability to work in a collaborative environment

What We Offer:

• 1st shift; Monday-Friday
• $18.00 - $20.00/Hour based on experience, plus potential for a hourly increase after the successful completion of 90-days of employment
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexualorientation, gender, gender identity, or expression (including against any individual that is transitioning, hastransitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical ormental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, orany other basis prohibited by applicable federal, state, or local law. The Company will consider foremployment qualified applicants with criminal histories in a manner consistent with local and federalrequirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement,promotion, transfer, training, compensation, benefits, employee activities, and general treatment duringemployment.