Customer Care Specialist – K-12 / Assessments

Education

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.

Need Overview: The need is to handle overflow case management supporting implementation of the SAT and PSAT assessment program. As you may recall, we recently placed the in-State Implementation Specialists (Michigan, Colorado, New Hampshire and Indiana) and these roles will support their hands-on work, remotely, in a call center scenario. The selected candidates will handle phones and respond to emails.

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)

All your information will be kept confidential according to EEO guidelines.