PLEASE NOTE: Your application will expire one year from the time of submission. Please feel free to apply to any other positions for which you may qualify.
Our team members enjoy competitive salaries, a well-rounded benefits package, generous paid time off (including 25 holidays, vacation, and sick leave), and an array of professional development opportunities. We’re always looking to add to our team of more than 3,000 dedicated professionals who are leading online education worldwide with transformative digital solutions – personalized to every student.
Deadline to apply is 11:59 PM on
01-20-2025(Support staff salary will be based on internal equity and experience)
Position General Summary:
Under general supervision, the Customer Care Representative is the first line of support for external and internal customer service including but not limited to inbound/outbound calls, responding to emails and helpdesk tickets. The Customer Care Representative monitors the email calendars and inboxes, distributing action items to team members while providing timely responses to internal and external customers. The Customer Care Representative may assist in reporting data, and ensures the accuracy, efficiency, and timeliness of data and reports. This position is responsible for performing specialized clerical, and technical tasks with minimal supervision and instruction, with a high degree of customer service.
Essential Position Functions:
Answer inbound calls from both internal and external customers
Serve as a liaison between the department and those customers being served
Assist customers, while troubleshooting minor technology or system issues and escalate unresolved issues within established timelines
Utilize the Help Desk Ticket process to respond to and resolve inquiries submitted by internal and external customers
Respond to inquiries and provide assistance to customer requests
Properly document requests and provide responses in compliance with internal policies and state and federal law and escalating concerns or issues
Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others
Perform related duties as assigned.
(These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.)
Minimum Requirements:
Education/Licensure/Certification:
High School Diploma
Associate’s Degree, preferred
Experience:
One year customer service or administrative/clerical experience; or an equivalent combination of education and experience
Experience in a professional office or school environment
Knowledge, Skills, and Abilities (KSA's):
Strong attention to detail
Ability to ensure confidentiality with regard to sensitive information
High level understanding of the principles and practices of customer service
Ability to review and analyze processes and recommend improvements
Ability to efficiently coordinate multiple projects and meet required deadlines
Strong verbal and written communication skills, specifically phone and email
Bilingual with the ability to speak, read, and write in Spanish and English, preferred
Ability to establish and maintain effective working relationships; providing a high level of customer service to both internal and external customers
Experience with Microsoft Office Suite
Computer systems and their application and an understanding of the concepts involved in data processing
Laws, regulations, rules and policies governing a school, school district, The Florida Education Code, and the ability to apply them with good judgement in a variety of situations
Ability to learn quickly, develop and implement policies and procedures for data processing
Ability to review, interpret and evaluate applications and other specialized documents
Ability to understand and provide oral and written instructions on complex matters
CORE COMPETENCIES FOR SUCCESS:
COMMUNICATION SKILLS
Clearly and effectively conveys and/or presents information verbally; summarizes what was heard to mitigate miscommunication; Shares ideas and perspectives and encourages others to do the same; Informs others involved in a project of new developments; Disseminates information to other employees, as appropriate; Effectively uses multiple channels to communicate important messages; Keeps supervisor well informed about progress and/or problems in a timely manner; Writes in a clear, concise, organized and convincing way for a variety of target audiences; The written message is consistently error-free; The written message has the desired effect on the target audience
CUSTOMER FOCUS
Prioritizes customers (internal and external) and their needs as primary and is dedicated to meeting their expectations; Develops and maintains customer relationships; builds credibility and trust; Quickly and effectively solves customer problems; Provides prompt, attentive service in a cheerful manner; adapts to changing information, conditions or challenges with a positive attitude; Incorporates customer feedback into delivery of service to provide the best experience possible for the customer; Actively promotes FLVS in community by serving as a FLVS ambassador or volunteer
INTERPERSONAL SKILLS
Relates well with others; Treats others with respect; Shares views in a tactful way; Demonstrates diplomacy by approaching others about sensitive issues in non-threatening ways; Considers and responds appropriately to the needs, feelings and capabilities of others; Fosters an environment conducive to open, transparent communication among all levels and positions; Takes the initiative to get to know internal and external customers
FUNCTIONAL /TECHNICAL EXPERTISE
Has the skills, abilities, knowledge and experience to be successful in functional area of expertise; Dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology; Picks up on technology quickly; Does well in technical courses and seminars; Produces high quality work in organized and timely fashion
INDIVIDUAL CONTRIBUTOR COMPETENCIES FOR SUCCESS:
PEER RELATIONSHIPS
Finds common ground and solves problems for the good of all; Can represent his/her own interests and yet be fair to other groups; Solves problems with peers with minimal “noise”; Is seen as a team player and is cooperative; Easily gains trust and support peers; Encourages collaboration; Is candid with peers
CREATIVITY
Comes up with a lot of new and unique ideas; Easily makes connections among previously unrelated notions; Tends to be seen as original and value-added in brainstorming sessions; Takes calculated risks; Is not afraid to try new things and potentially “fail fast”
SELF KNOWLEDGE
Seeks feedback; Gains insight from mistakes; Is open to constructive criticism; isn’t defensive; Proactively seeks to understand his/her strengths and areas for growth; applies information to best serve organization; Recognizes how his/her behavior impacts others and incorporates insight into future interactions
PLANNING
Accurately scopes out length and difficulty of tasks and projects; Sets objectives and goals; Breaks down work into the process steps; Develops schedules and task/people assignments; Anticipates and adjusts for problems and roadblocks; Measures performance against goals; Evaluates results
ORGANIZING
Uses his/her time effectively and efficiently; Concentrates his/her efforts on the more important priorities; Can attend to a broader range of activities as a result of organizing time efficiently; Can marshal resources (people, funding, material, support) to get things done; Can orchestrate multiple activities at once to accomplish a goal; Arranges information and files in a useful manner
PROBLEM SOLVING
Uses rigorous logic and methods to solve difficult problems with effective solutions; Probes all fruitful sources for answers; Can see hidden problems; Is excellent at honest analysis; Looks beyond the obvious and doesn’t stop at the first answers
DRIVE FOR RESULTS
Can be counted on to exceed goals successfully; Very bottom- line oriented; Steadfastly pushes self and others for results; Is full of energy for the things he/she sees as challenging; Not fearful of acting with a minimum of planning; Consistently
seizes opportunities; Consistently exceeds goals
PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS:
Frequency of travel: Occasional travel is required for meetings, trainings and conferences; location may vary and may require overnight stays
Efforts required working in an office environment, able to lift boxes from floor level to carts on occasion weighting up to 25 lbs.
(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.)
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