Pay Range: $35 to $40/hr. The pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA.
• 401(k).
• Sick leave in compliance with applicable state, federal, and local laws.

Profile: 5+-year, customer service professional with strong communication skills and service-solution oriented mindset; someone that is great at analyzing scenarios and problem solving with attention to detail. Candidates must have experience as tier 2 support handling customer inquiries (will be cases from teachers, parents, students); they will be utilizing Client systems (most like salesforce CRM). Most ideal if the person has education experience…double great with assessment administration. So, high-level customer support w/problem solving, research, communication skills preferably in the education space and most ideal if assessment, too.

Provide Exceptional Customer Service (75%)

• Be an expert in Client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
• Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish a strong relationship with each of the Client departments listed above and external vendors, specifically the various customer service outsourced partners.
• Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College/University Admissions Personnel.
• Work within aggressive timelines and with extremely sensitive student cases.
• Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
• Learn multiple customer service and operational system applications required to manage escalated customer service cases.
• Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
• Conduct manual processes to implement exceptions workarounds.
• When necessary, provide manual support for data entry and exceptions.
• Provide support of other work across Operations Division as needed to support shared goals.

Complete Special Projects and Continuous improvement (25%) 

• Provide operational readouts and status on customer inquiries and trends within Client and/or externally with customers
• Assist with customer outreach for special projects
• Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience
• Perform other related duties and projects as assigned
• Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns

You have:

• 3-5 years of customer service experience managing customer escalations in a high-volume customer service operation (required)
• 3-5 years of related work experience in K-12 educational technology, training, assessment industry, and/or K-12 school/state/central office experience (preferred)
• The ability to act in a highly collaborative way with the ability to influence others and build strong relationships across internal and external stakeholders.
• Excellent written and verbal communication skills, including the ability to communicate complex and sensitive issues.
• Effective planning, prioritization, and problem-solving skills.
• Computer literacy, including Microsoft Office applications
• The ability to manage relationships with peers as well as multiple levels of management
• Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
• The ability to be flexible and quickly adapt to new methods, situations, and requirements
• The ability to travel 4-6 times a year to Client offices and/or vendors.
• A college degree (preferred)