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 experiencedouble 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 applicationsThe ability to manage relationships with peers as well as multiple levels of managementAbility to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experienceThe ability to be flexible and quickly adapt to new methods, situations, and requirementsThe ability to travel 4-6 times a year to Client offices and/or vendors.A college degree (preferred)
