Contractor Customer Care Specialist K-12

Customer Care Specialist – K-12 / Assessments

Profile: 5+ year, customer service professional with strong communication skills and service-solution oriented mindset. Someone great at analyzing scenarios and problem-solving with attention to detail. Candidates must have experience as tier 2 support handling customer inquiries from teachers, parents, and students. They will utilize Client systems (most likely Salesforce CRM). Experience in education, especially assessment administration is highly desired.

Overview: This role handles overflow case management supporting the implementation of the SAT and PSAT assessment program. This role will support in-state implementation specialists (Michigan, Colorado, New Hampshire, and Indiana) remotely, in a call center scenario. Selected candidates will handle phones and respond to emails.

Requirements:

• 3-5 years of customer service experience managing escalations in a high-volume operation.
• 3-5 years of related work experience in K-12 educational technology, training, assessment, or K-12 school/state/central office experience.
• Highly collaborative with ability to influence others and build relationships across stakeholders.
• Excellent written and verbal communication skills, including communicating complex and sensitive issues.
• Strong planning, prioritization, and problem-solving skills.
• Computer literacy, including Microsoft Office applications.
• Manage relationships with peers and multiple levels of management.
• Utilize quantitative and qualitative data to identify trends and improve customer experience.
• Ability to be flexible and adapt quickly to new methods and situations.
• Ability to travel 4-6 times a year to Client offices and/or vendors.
• College degree preferred.

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