Job Details
We are seeking a Customer Support Representative (remote) to join our growing Ravenna team!
Ravenna Suite
Providing independent and private K-12 schools with premium admissions and student management services, the Ravenna Suite delights both schools and families with cloud-based admissions and enrollment, tuition management, financial aid, payments, academics, accounting, and fundraising solutions. Our software empowers schools to thrive throughout the year with user-friendly and connected solutions. Learn more at
Position Summary
Ravenna is revolutionizing how private and independent schools do admissions as we introduce huge efficiency improvements as well as enhance the quality of their admission decision-making process. As a key member of the Ravenna Support team, you will play a critical role in our organization by supporting the team and our customers throughout the product lifecycle. As the admission process is often extremely important to both families and schools, we are looking for candidates who align with our customer service values of empathy, patience and efficiency. This position is for someone who loves technology, wants to work closely with a team and enjoys helping customers.
In this role you will provide basic user support to improve experience of customers around the use Ravenna's admission, enrollment and tuition products.
A Day in the Life
- Provide timely responses to customer service inquiries via product ticket system
- Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution
- Collaborate with team members to provide resolutions to customer inquiries
- Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes
- Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
- Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
- Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software
We are looking for someone who brings
- High school diploma or its equivalent - Bachelor's Degree preferred
- 2+ years of customer service experience
- Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
- Demonstrate ability to learn and understand basic office software applications
- Comfortable with technology
- Strong organizational skills
- Excellent verbal and written communication skills
- Telephone skills/etiquette; call screening
- Ability to prioritize work and handle multiple tasks
- Excellent time management skills
- Attention to detail
- Ability to learn new technologies
- The drive to provide best in class customer experiences
Accommodations
Community Brands welcomes and encourages applications from people with disabilities. Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.
About Us
Community Brands leveling the playing field between for-profits and purpose-driven organizations
Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.
Why work here?
Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.
- Medical, Dental & Vision Benefits
- 401(k) Savings Plan & Company Match
- Flexible Planned Paid Time Off
- Generous Sick Leave
- Casual Environment
- Purpose-Driven Culture
- Work-Life Balance
- Passionate About Community Involvement
- Company Paid Parental Leave
- Company Paid Short Term Disability
- Remote Flexibility
Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.
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