Pay Range: $30 – $35/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.

Job Summary:

We are seeking a dedicated and detail-oriented Customer Service Specialist to join our team. In this role, you will be responsible for managing and resolving complex customer service cases, ensuring a high level of customer satisfaction and timely resolution. You will act as a liaison between customers and internal departments, advocating for customer needs while upholding company policies and procedures.

Key Responsibilities:

• Manage a portfolio of customer service cases from initiation to resolution.
• Serve as the primary point of contact for escalated customer issues.
• Investigate and analyze customer concerns, coordinating with internal teams to provide timely and effective solutions.
• Document all case activities and communications in the CRM system.
• Monitor case progress and follow up with customers to ensure satisfaction.
• Identify trends in customer issues and recommend process improvements.
• Maintain a deep understanding of company products, services, and policies.
• Ensure compliance with company standards and regulatory requirements.

Qualifications:

• Associate or bachelor’s degree
• 2+ years of experience in customer service, case management, or a related field.
• Strong problem-solving and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Empathy, patience, and a customer-first mindset.

Preferred Qualifications:

• Proficiency in case management or ticketing systems.
• Background in the education sector or experience with education management organizations.
• Knowledge or experience in cybersecurity practices and principles.