Customer Success Representative | WV School Choice Program

Education Savings Accounts empower families to make school choices that are right for their children's educational needs. The HOPE Scholarship program in West Virginia offers qualifying K-12 students an opportunity to build an individual learning experience that works best for their child. HOPE Scholarships provide K-12 students financial assistance that can be used for private school tuition, homeschool curricula, and other qualifying educational expenses.

Mpathic is seeking Customer Success Representatives to provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center. The position is fully remote and will employ gold-standard omnichannel tools. Mpathic's superlative delivery begins with exceptional individuals and immerses them in cutting-edge tools for collaboration, CCaaS, CRM, and KB. We take as axiomatic that where employees flourish, they deliver strong outcomes. We believe that empathy and habits of excellence are crucial prerequisites for delivering customer delight.

As an Customer Success Representative (CSR), you will part of a world-class team assisting applicants, participants, schools and vendors both on the phone and through digital communications to advise them on all elements of the HOPE Scholarship program.

Must be US Citizen.

West Virginia residents strongly preferred but not required, followed by Virginia or other near-WV residency.

• Experience with school choice or ESA programs preferred, but not required.
• Strong interpersonal skills, ability to work autonomously and on a team.
• Demonstrably effective soft skills, active listening skills, and ability to empathize with customer needs.
• Excellent verbal and written communication and customer service skills by actively listening to customers, understanding their needs, and addressing their inquiries or concerns effectively.
• College degree preferred, High School diploma or equivalent required.
• Outstanding interpersonal, time-management, and documentation skills.
• Professional work attitude and a willingness to learn and continuously improve.
• Answering Incoming Calls: Handle a high volume of inbound calls from customers, ensuring each call is answered promptly and professionally
• Experience working in Microsoft and Google systems.
• Dedicated workspace with minimal background noise during calls and online meetings.
• Consistent Wi-Fi and a fast, ethernet cord, reliable desktop or laptop with high-quality camera.
• Successful completion of all necessary background checks.
• Aptitude for problem-solving based on established processes and procedures.
• Meticulous habits in logging interactions via established business processes and tools.
• Ability to learn and become facile with program guidelines and software tools.