Customer Care Specialis
Location: Remote 
Contract length:2 months+
Pay: $31

 

Please note: This job description reflects the full-time position. The temporary project is focused primarily on data entry and email communications.

As a Customer Care Assistant Director supporting Services for Students with Disabilities (SSD), you will apply strong case management skills and proactive outreach in support of a mission-critical operational function. You will be responsible for managing escalated cases, responding to emails, and supporting certain SSD-specific procedures.

You will ensure that cases are resolved within established guidelines and policies. The ideal candidate understands the importance of asking probing questions to identify customer needs and guiding customers to the appropriate policies and resources to resolve questions and challenges.

The Customer Care team handles escalations involving students with disabilities. This group of students, parents, and educators may present sensitive, nuanced, and complex issues requiring thoughtful resolution. The team is responsible for delivering high-quality customer service across multiple programs.

Provide Customer Service (50%)

• Become well-versed in policies and processes that impact accommodated students, parents, and educators, as well as the operational procedures necessary to resolve customer escalations.
• Establish strong relationships with internal program and customer experience teams.
• Communicate complex program policies effectively through email responses and written case status updates.
• Work within aggressive timelines while handling sensitive customer conversations.
• Apply strong decision-making and judgment when addressing complex requests and de-escalating difficult customer interactions.
• Handle high-volume caseloads while ensuring cases are accurately researched and closed within established timelines.
• Learn multiple customer service and operational systems required to manage escalated customer cases.
• Take a hands-on approach to identifying root causes of escalations.
• Provide support for additional work across the organization as needed to support shared goals.

Execute Operational Processes & Recommend Process Improvements (35%)

• Manage cases and execute pre-administration processes that meet established service-level agreements.
• Provide status updates on customer inquiries and trends within escalation categories.
• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms.
• Maintain continuous communication with colleagues and internal stakeholders to identify issues and execute process improvements and quality checkpoints.
• Provide input into voice-of-the-customer initiatives to help drive continuous improvement and enhance the customer experience.
• Execute selected post-administration processes.

Complete Special Projects (15%)

• Manage additional projects that arise through digital transformation and organizational process changes.
• Support data entry, email communications, and other administrative project activities as needed.

You have:

• 3-5 years of experience leading and navigating complex customer issues and resolving cases.
• 3-5 years of experience providing high-quality customer support while managing assigned cases within service-level agreements.
• Strong organizational and prioritization skills, with the ability to manage multiple priorities and projects independently and as part of a team.
• Experience with accommodations and/or disabilities is a plus.
• Strong problem-solving skills, including the ability to use data to inform decisions and actions.
• A proven ability to build and maintain customer relationships as well as strong relationships across internal teams.
• The ability to collaborate with teammates and provide guidance on complex cases.
• The ability to work effectively in a rapidly evolving environment.
• Proficiency with Microsoft Office tools, including Word, Excel, and PowerPoint.
• Strong attention to detail and accuracy, particularly when completing data entry and managing email communications.
• Strong written and verbal communication skills.