Client Support Specialist / Admin

Job Description

Our Core Focus is:

Saving lives through world-class training.

We pride ourselves on creating a culture that speaks to that mission at every level of our company. We stand behind the quality of our first aid certification training and know that the greatest change we can affect in our community is by sharing our brand of education with the medical professionals who care for others.

Our Core Training Values:

  • Value People and Relationships
  • Offer Excellent Solutions
  • Lead By Example
  • Exceed Expectations


$18.00 to $22.00 an hour.

Full-time, 40 hours per week.

Paid Vacation & Sick Time

Generous Paid Holiday Schedule (9 days/year)

Simple IRA Retirement w/ 3% Company Match

Health, Vision, Dental and Life insurance

Role and Responsibilities

The Client Support Specialist (CSS) is the first point of contact for our potential customers and students. The CSS team is comprised of a group of solutions-oriented individuals who demonstrate ownership in providing timely responses to requests for information and assistance. The team accomplishes this mission by leveraging various tools in Cascade's technology suite: They effectively manage inbound telephone traffic routed to local and global numbers, interact with clients via web chat, inbound/outbound email, and in person. With each interaction, the CSS educates clients about our offered services, aids clients in choosing appropriate curriculums that meet their individual needs and enhances their confidence in our brand, leading to successfully captured sales. A successful CSS accomplishes this mission by:

  • Knowledge of the systems leveraged for customer interactions including, but not limited to Cascade's VoIP telephone system; Client Relationship Manager (CRM); Cascade's Internal communications software, #Slack; website chat tool; Cascade's proprietary Learning Management and Scheduling (LMS) software; and email platforms.

  • Confers with customers by telephone, web chat, email, and in person to provide information about products and services, take and enter orders, receive information or details of complaints.

  • Follow-up to ensure that appropriate changes were made to resolve customers' problems.

  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

  • Keeping documents and records updated by verifying change of address records, processing requests for changes to scheduled course dates, and class cancellations.

  • Refer unresolved customer grievances to designated managers or directors for further investigation.

  • Determine charges for services requested, collect payments, or arrange for billing.

  • Contact customers to respond to inquiries or to notify them of issue resolutions.

  • Recommend improvements to process methods to prevent future problems.

  • Basic working knowledge of current service offerings including each curriculum's intended-audience, course completion requirements, and program administration rules that have the potential to limit Cascade's ability to modify or omit various components of a program's stated agenda, limit class size based on student-to-instructor ratios, and knowledge of required equipment, consumable products and other associated costs needed to conduct the course allowing the CSS to build basic quotes and sell solutions that are sustainable.

CSS' are part of a decentralized global customer support team. With a CSS assigned to nearly every location, they are also responsible for location-based administrative support. Additional responsibilities include:

  • Assisting instructors with physical class setup and breakdown; verifying complete records, timely processing data accurately for each offered course to include data entry, scanning, filing/document retention, faxing and generating/issuing Continuing Education (CE) certificates and certification cards before distributing them to participants who have met all of the course completion requirements.

  • Durable asset maintenance including effective management of office technology, training equipment, and other tools utilized to complete our mission.

  • Product inventory and management including distribution of electronic product keys and physical textbooks;, physical counts of product on-hand; receipt of inventory and verification of quantities; and in some cases, reporting the utilization of inventory to the finance department.

  • Managing inbound and outbound mail.

  • Assisting with projects and company initiatives.

  • Office and classroom upkeep to maintain a professional appearance.

  • Local travel/errands including, but not limited to coordinating catering, staging equipment, or completing bank deposits.

  • Other duties as assigned.

Qualifications and Education Requirements

  • High School Diploma and/or GED

  • Additional college or technical training is desirable

  • Previous experience in customer service and the healthcare/medical/training industry preferred


  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

  • Knowledge of computer hardware and software, including applications.

Additional Skills

  • Active listening. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

  • Speaking clearly. Talking to others to convey information effectively.

  • Service Orientation. Actively looking for ways to help people.

  • Reading Comprehension. Understanding written sentences and paragraphs in work related documents.

  • Critical Thinking. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

  • Monitoring. Assessing performance of yourself, other individuals, or organizations to make improvements or to take corrective action.

  • Social Perceptiveness. Being aware of others' reactions and understanding why they react as they do.

  • Cultural Sensitivity.

  • Time Management. Organizing, planning, and prioritizing work by developing specific goals and plans to accomplish your work. Ability to effectively transition from one task to the next while remaining cognizant of deadlines.

Physical Requirements








Reaching - with Arms and Hands





Vision - Close, Peripheral, Depth, Ability to Adjust Focus

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Other requirements

In-office required Monday through Friday 8:30 a.m.-5:00 p.m.

Due to the nature of the work, the position will require successfully passing a criminal background check.


101 Nickerson Street, Ste 200, Seattle WA 98109


Degree/Diploma: Associates or Bachelors Preferred


1 Year of Administration Experience Preferred