Customer Service Representative- Orlando, FL

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.

Gold Coast Schools, proudly part of the Colibri Group family, is Florida's premier provider of professional licensing education with over 50 years of excellence. As a Colibri Group brand, Gold Coast Schools offers pre-license, post-license, and continuing education across various industries, including real estate, CAM, insurance, mortgage, and construction. We deliver our courses through classroom, livestream, and online formats, ensuring flexible learning options for our students.

Position Overview:

This role is responsible for assisting and supporting customers/students throughout their efforts in achieving their professional learning goals. This position is a team-oriented, student-facing role that services internal and external customers. This key player will assist these colleagues with their daily duties. 

This individual will perform various administrative tasks such as accurate data entering of student information, assisting students with licensing applications, processing electronic fingerprints, keeping the facility well maintained, among other duties. To excel in this role, a customer service representative should possess excellent organizational and time-management skills, attention to detail, and strong communication and interpersonal skills.

• Handles all incoming service-related inquiries either in person or via phone and digital communication channels
• Handles customer escalations and/or difficult conversations by utilizing active listening and de-escalation strategies
• Troubleshoots general customer support technical questions 
• Documents all interactions in CRM system in accordance with established criteria and SLAs
• Adheres to established departmental metrics by level
• Performs administrative tasks associated with class processing
• Completes accurate data entry of student information as well as accurately maintain student and class records
• Assists students with licensing applications by processing electronic fingerprints
• Handling deposits and cash transactions
• Assists in keeping the overall facility neat, clean, and well maintained; keep all brochure holders and supplies well stocked
• Provide friendly service, support, and encouragement to students
• Assist the Campus Director and Inside Sales Representatives by confirming class schedules with instructors and assisting with inventory counting
• Completes other duties and special projects as assigned

• 1+ year of experience in a customer service and/or administrative position required
• High school diploma or GED is required with some college preferred
• Ability to work a variety of office hours including occasional evenings, and some weekends
• Good command of the English language; Bilingual (English/Spanish) preferred
• Must be comfortable with change and able to shift focus quickly
• Ability to operate in a fast-paced and ambiguous environment with an ability to multi-task when needed
• Must be reliable and punctual
• Typing/data entry speed of at least 20 wpm
• Proficiency with Microsoft Office products
• Excellent customer service skills, including a pleasant demeanor and tactfulness
• Ability to multi-task in a fast-paced environment
• Must have the ability to lift boxes up to 40 pounds on a semi-regular basis

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!