Customer Care Agent (Part-Time Flex Schedule)(NYC Area) id-20705
Job Title: Part-Time Customer Care Agent (NYC Based)
Reports To: Senior Director of Customer Care
Classification: Non-Exempt
Job Type: Part-Time (Evenings, Weekends, & Holidays)
Location: Hybrid / Remote
Please note: While this is a remote position, you will be required to commute to our NYC Flatiron office for trainings and important team meetings. This is a part-time position to cover shifts in the evening, weekends, and holidays.
We are the Institute for Integrative Nutrition (IIN), the world's largest health education platform, but we are so much more than a school. At IIN, we are a vibrant global movement dedicated to empowering individuals to take charge of their health and well-being. Our mission is to support our graduates in their success, ultimately training half a million Health Coaches who will go on to transform lives around the world. Our mission is to heal the world through unparalleled health education. Come help us make the world a happier, healthier place.
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Job Summary:
The Customer Care Agent is responsible for providing exceptional support to prospective and current students, ensuring a smooth and engaging experience throughout their educational journey. This role requires strong customer service, problem-solving, and communication skills to address student inquiries, troubleshoot issues, and guide students through program enrollment and completion. You will play a key role in admissions, student retention, and engagement, acting as the first point of contact for students and ensuring they receive the necessary support to succeed.
Duties/Responsibilities:
- Serve as the primary contact for prospective and enrolled students, answering questions, addressing concerns, and providing guidance through various communication channels, including phone, email, and live chat.
- Guide prospective students through the admissions process, ensuring a smooth transition from inquiry to enrollment.
- Monitor student progress and engagement, proactively reaching out to provide support, encouragement, and solutions to ensure course completion.
- Utilize strong relationship-building skills to encourage students to enroll in programs, upsell additional courses, and provide insight into IIN’s offerings to match students with the best fit for their needs.
- Assist students with platform navigation, login issues, and basic technical troubleshooting to ensure seamless access to course materials.
- Work closely with other teams to ensure a positive student experience and identify opportunities for process improvements.
- Maintain accurate records of student interactions, progress, and concerns using CRM tools such as Salesforce and Zendesk.
- Assist in the planning and execution of virtual student events, webinars, and engagement initiatives to foster community and learning.
- Identify and escalate complex student concerns to the appropriate team members while ensuring timely resolution and follow-up.
The responsibilities listed above are not exhaustive and may evolve as the role develops. The individual in this position will also be expected to take on additional ad hoc tasks, responsibilities, and projects as assigned by the manager, adapting to the dynamic needs of the team and organization.
Supervisory Responsibilities: None
Required Skills/Abilities:
- 3-7+ years of experience in customer service, student support, or sales, preferably in an education or wellness-related field.
- Strong communication skills with the ability to build rapport and provide outstanding customer care.
- Experience working with CRM systems (Salesforce preferred) and customer support tools (Zendesk, live chat, email support).
- Ability to multitask, prioritize responsibilities, and remain adaptable in a fast-paced environment.
- A passion for health, wellness, and education is a plus.
- Bilingual in Spanish is a plus.
Some of the benefits of working at IIN:
- Sick days, accrued based on hours worked
- 401K plan with employer contribution of up to 4%
- Free access to our educational offerings
- Weekly virtual wellness sessions, which have included virtual yoga and meditation classes
- A variety of seasonal health and wellness perks
About IIN
The Institute for Integrative Nutrition is the world’s leading integrative health platform with the largest global presence of Health and Life Coaches—over 180,000 coaches in 175 countries. We pioneered the health coaching profession 30 years ago with our flagship Health Coach Training Program, and today, we offer a variety of health, wellness, and coaching courses that empower people to find their purpose and connect them to a supportive global community. IIN is on a mission to heal the world through unparalleled health education, including our Health Coach Training Program, our landmark partnership with Chopra Global, and our vast array of continued educational opportunities. An IIN education empowers individuals to transform their health, find their passion, and live their happiest, healthiest lives.
Why work for us?
At IIN, our goal is simple: to attract and retain a diverse group of talented individuals who come together to play a crucial role in improving health and happiness for everyone. To achieve this, we hire the best individuals from all different backgrounds and experiences. Our commitment goes beyond a diverse and inclusive workforce; we are also committed to diversity in our curriculum and teachings. We believe this enriches the experience for all our students and the broader community, creating the ripple effect that transforms the world!
We are a mission-driven company striving to make the world a healthier and happier place! With a start-up culture paired with the resources, stability, and foundation of an established company with 30 years at the top of its field, we are an exciting and inspiring place to work. We strive to be a company that walks the walk, offering great perks and an amazing team of collaborative, passionate colleagues!
