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 Security^SM 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.

The Role:

CPI’s Customer Care department helps drive top and bottom-line growth by delivering the best pre-and post-certification support and effortless customer experiences.

The Customer Care Associate is a critical, entry-level role within the Customer Support team that delivers fast and accurate service to CPI’s Customers and Certified Instructors (CIs) via multiple channels. The Customer Care Associate’s (and team’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/ requests quickly and effectively to resolve issues. The Customer Care Associate will acquire and demonstrate competence leveraging CPI’s Customer Relationship Management (CRM) system, the Great Plains accounting system, and the 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 NCI (Non Crisis Intervention) Renewal events as appropriate 
• Take the initiative to offer suggestions to improve the customer experience, organizational growth, and operational efficiency.
• Performs other position-related duties as assigned.

What You Bring To The Role:

• High School Diploma or GED
• Six months of customer service experience within a contact center environment
• Compassionate individual 
• Customer- focused
• Problem solver 
• Great listening skills 
• Functional and technical skills; willing to learn and utilize technical learning  
• Prioritize time management skills efficiently

What We Offer:

• 1st shift; Monday-Friday 
• $18.50-$20/hour based on experience, plus potential for an increase following 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, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.