Customer Service Specialist I & II

ANNOUNCEMENT: Stephanie Shirley filled this position on May 1, 2017


Kilmann Diagnostics (KD) is seeking to contract a special person for the position of Customer Service Specialist I (CSSI). In this position, the person will be responsible for managing our online assessment business:

   1. Thomas-Kilmann Conflict Mode Instrument (TKI)
   2. Kilmann-Saxton Culture-Gap® Survey
   3. Organizational Courage Assessment

Once a person has become fully proficient in performing all the CSSI procedures, that initial position can expand to Customer Service Specialist II (CSSII). In this capacity, the person will not only be responsible for managing our online assessment business, but will also be responsible for managing our online course business:

   00. Expanding Consciousness Course
   0. Quantum Transformation Course
   1. BASIC Training in Conflict Management
   2. GROUP Training in Conflict Management
   3. ADVANCED Training in Conflict Management
   4. Culture Management Course
   5. Critical Thinking Course
   6. Team Management Course
   7. Strategy.Structure Course
   8. Reward Systems Course
   9. Process Management Course
   10. The Complete Program of All Our Online Courses  
   11. The TKI Package for Conflict Management


The Importance of Learning About and Resonating with Our Mission and Materials

In its most concise form, the mission of Kilmann Diagnostics (KD) is to Resolve Conflict Throughout the World. In its more complex form, we define our mission from this perspective: 

  • Our increasingly diverse global village creates massive conflict between people, inside workplaces, and among nations.
  • Resolving conflict in our fast-paced interconnected world requires transformational change in our traditional families, communities, organizations, and institutions.
  • Learning how to resolve conflict and manage change has thus become the educational imperative for perpetuating our species and sustaining planet Earth, while also helping people live a happy, productive, and meaningful life.
  • Yet most people have not developed an evolved mindset—let alone the necessary skillset—for managing conflict and change from the highest levels of human consciousness.

KD strives to achieve its mission by providing executives, managers, members, consultants, facilitators, trainers, professors, and students with integral—and practical—knowledge for managing conflict, change, consciousness, and transformation through a carefully orchestrated sequence of online courses and assessment tools.

After prospective applicants have reviewed the materials on our website and have learned more about our integrated sequence of online products, we ask only those persons to apply for the position of Customer Service Specialist I & II if our mission and materials genuinely resonate and fully align with their heart and soul.


CUSTOMER SERVICE SPECIALIST I

As a part-time independent contractor (not as a full-time KD employee), a person will spend about three hours a day, seven days a week (on average) primarily managing the TKI assessment business (but will also manage our other online assessments as these markets further develop). The workload varies with the time of day, and whether it's a weekday or a weekend. Some days may require as many as five hours of work, while other days may require only one hour or less. Since the CSSI workload varies so much, the applicant must have a fairly flexible and open schedule with quick and easy access to Wi-Fi at all times during the day. In fact, virtually all KD work takes place remotely... on a laptop computer with Internet service (or making use of a mobile hotspot), while some KD work can be performed on an Internet tablet or a smartphone. 

Nevertheless, it will still be necessary to have regular KD staff meetings: In most cases, virtual office meetings via phone or Skype will suffice. But occasionally, in-person meetings will be necessary. Given the latter, a slight preference will be given to applicants who reside in Southern California.

The key responsibilities of the CSSI position:

  • Responding to customer questions about our online assessments (particularly the TKI) in an effective and timely manner (within a few hours or less). Such consistent responsiveness will continue to produce many positive comments about our excellent customer service. Incidentally, most customer questions are addressed via emails (95%), but some customers still prefer phone calls (5%). 
  • Managing TKI individual purchases and TKI group purchases, as guided by our thoroughly detailed, step-by-step, 82-page manual: TKI ASSESSMENT PROCEDURES.
  • Using (or modifying) our highly refined, 61-page collection of TKI EMAIL TEMPLATES on shared Google Docs files in order to provide accurate and consistent responses to all customer questions and concerns.
  • Receiving, reviewing, revising, and then importing a completed KD_Spreadsheet into our website, which uses the names and email addresses of group members to instantly create private username accounts. With their computer-generated username and password, group members can take an online assessment and then receive their results.
  • Logging individual and group sales on shared Google Docs files, which includes the specially designed spreadsheets for registering when individuals and group members have completed their online assessments.
  • Helping individuals resolve the technical problems that result from an online business: for example, some group members not receiving our account emails (due to their organization's highly sensitive firewall), forgetting to download their online TKI Report (and then not being able to later retrieve that report), and taking the online TKI assessment more often than the quantity that was purchased (and then our charging the customer or the group buyer for those extra, unauthorized TKI assessments).
  • Radiating enthusiasm and passion in all aspects of the work, but especially while interacting with present and prospective customers.

The key knowledge and skills that are required for the CSSI position:

  • Learning all about the Thomas-Kilmann Instrument (TKI) and how consultants, trainers, mediators, facilitators, and professors make use of this online assessment in a great variety of organizational settings and educational programs. To demonstrate this knowledge, a newly contracted CSSI is required to complete (free of charge) the 12-hour, three course collection, The TKI Package for Conflict Management, and to pass the two required Final Exams in order to achieve the Certificate in the Thomas-Kilmann Instrument—all within 30 days after having acceped the position.
  • Demonstrating a general knowledge of social psychology, interpersonal behavior, organizational behavior, organizational development, and conflict management.
  • Demonstrating the technical skills to use shared Google Doc files (with Microsoft Word and Excel) for managing the online assessment business and learning how to import Excel spreadsheets into our website, along with using other software programs to serve our customers.
  • Demonstrating excellent written communication skills in responding to customer emails (whether or not they are modified from our TKI EMAIL TEMPLATES) and excellent oral communication skills for clearly and patiently talking on the phone with TKI customers, as needed or requested.
  • Demonstrating passion—and dedication—for helping Kilmann Diagnosis achieve its mission: Resolving Conflict Throughout the World.

Compensation for the CSSI position is paid as a monthly commission, which is based on a fixed percentage of KD's monthly net income from the online assessment business. Although the TKI is our market leader, as more of our other assessment tools become available online (for a grand total of eight online assessments), they'll also be included in the compensation formula. The monthly commission percentage (ranging between 10% and 15% of net sales for the online assessment business) will be based on the applicant's psychological and organizational knowledge, technical and interpersonal skills, and relevant work experience. The agreed-upon commission percentage will then be stipulated in a formal contract. Contact Us to learn more about the annual income you can expect to receive, given the net sales for the online assessment business during the past few years and our projections for the future.

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CUSTOMER SERVICE SPECIALIST II

When a person has become fully proficient with all the online assessment procedures, he or she is then eligible to manage the online course procedures, also as a part-time independent contractor (not as a full-time KD employee). In this more-responsible position, a CSSII person will spend about five hours a day, seven days a week (on average) managing both of KD's online businesses. The workload varies with the time of day, and whether it's a weekday or a weekend. Some days may require as many as seven hours of work, while other days may require only one hour or less. The rather modest increase in workload from CSSI to CSSII (only requiring, on average, an additional two hours of work every day) is based on the considerable synergies and efficiencies in using the same basic procedures on the same website for KD's two parallel online businesses.

In addition to the responsibilities for CSSI procedures, these are the additional responsibilities for the CSSII position:

  • Responding to customer questions via emails (95%) and phone calls (5%) with respect to our online courses and course collections; and then following up with prospective customers and group buyers in a proactive manner.
  • Managing individual and group purchases of our eleven online courses and two course collections, as guided by our thoroughly detailed, step-by-step, 70-page manual: ONLINE COURSE PROCEDURES.
  • Using (or modifying) our highly refined, 36-page collection of COURSE EMAIL TEMPLATES on shared Google Docs files in order to provide accurate and consistent responses to all customer questions and concerns.
  • Receiving, reviewing, revising, and then importing a completed KD_Spreadsheet into our website, which uses the names and email addresses of group members to instantly create private username accounts. With their computer-generated username and password, group members can immediately take an online course or a course collection.
  • Logging course sales for individual customers and group buyers on shared Google Docs files, which includes the specially designed spreadsheets for registering when individuals and group members have successfully passed a Final Exam, which may involve creating and then sending a personalized Certificate of Completion to the recipient, making use of our COURSE CERTIFICATE TEMPLATES and COURSE EMAIL TEMPLATES.
  • Helping individuals resolve the technical problems that arise in an online business: for example, enabling customers to overcome any technical challenges in trying to watch our course videos, often due to their using old computers, out-of-date browsers, having inconsistent Internet service, and not knowing how to open, download, and print our online course manuals (which are only available in pdf files).
  • Radiating enthusiasm and passion in all aspects of the work, but especially while interacting with present and prospective customers about our online courses and course collections.

In addition to what is required for CSSI, these are the additional knowledge and skills that are required for the CSSII position:

  • Learning all about our series of eleven online courses and two course collections, and how consultants, trainers, mediators, facilitators, and professors make use of these courses in a great variety of organizational settings and educational programs. To demonstrate this knowledge, a contracted CSSI person must first complete (free of charge) the 50-hour, eleven course collection, The Complete Program of All Courses, and must also achieve the Certificate in Conflict Management and Change Managementbefore that CSSI person is eligible for the expanded CSSII position. However, by having already completed The TKI Package of our three online courses on conflict management (and having passed the two required Final Exams), at this point, the aspiring CSSII applicant can focus on the remaining eight courses of The Complete Program and must then pass the remaining five required Final Exams.
  • Demonstrating a general knowledge of social psychology, interpersonal behavior, organizational behavior, organizational development, change management, human resource management, and conflict management.
  • Demonstrating the technical skills to use shared Google Doc files (with Microsoft Word and Excel) for managing the online course business.
  • Demonstrating excellent written communication skills in responding to customer emails (whether or not they are modified from our COURSE EMAIL TEMPLATES) and excellent oral communication skills for clearly and patiently talking on the phone with our course customers, as needed or requested.
  • Demonstrating passion—and dedication—for helping Kilmann Diagnosis achieve its mission: Resolving Conflict Throughout the World.

Compensation for the CSSII position is paid as a monthly commission, which is based on a fixed percentage of KD's monthly net income from both the online assessment business and the online course business. The actual monthly commission percentage will be based on the applicant's psychological and organizational knowledge, technical and interpersonal skills, and relevant work experience. The agreed-upon commission percentage will then be stipulated in a formal contract. Contact Us to learn more about the compensation formula and what income you can expect to receive on an annual basis, given the net sales for the entire KD business during the past few years and our projections for the future.

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APPLYING FOR OUR TWO-STAGE CUSTOMER SERVICE POSITION

Once you have carefully reviewed the above descriptions, responsibilities, knowledge, and skills for CSSI and CSSII (including the links that lead you to additional information about our assessments and courses as well as our sample PROCEDURES and EMAIL TEMPLATES), you can apply for this two-stage position by submitting the following two items to ralph@kilmanndiagnostics.com:

  1. A two to three-page cover letter that highlights your passion, knowledge, experience, and competencies for doing this work with Kilmann Diagnostics.
  2. An up-to-date resume that summarizes your educational background (institutions, majors, degrees, certifications, and certificates) and your relevant work experience. 

Thank you for your interest in contributing to our mission!

THIS POSITION HAS BEEN FILLED



Kilmann Diagnostics is committed to creating a community in which a diverse population can learn, live, and work in an atmosphere of tolerance, civility, and respect for the rights and sensibilities of each individual, without regard to race, color, national origin, ancestry, religious creed, sex, gender identity, sexual orientation, marital status, disability, medical condition, age, or veteran status.

Kilmann Diagnostics is an Equal Opportunity Contractor.

 

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