Job Title: Customer Experience Specialist Team Lead

Department: Customer Experience

Reports To: Director of Customer ExperienceCompensation: $61,600

TRS Classification: Classified

Summary:

The Customer Experience Specialist Team Lead will be responsible for the customer experience team managing the Customer Experience Specialists to consistently exceed the customer’s expectations and provide transparent communication and information that empowers families, students and co-workers.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Coordinate the activities of the Customer Experience team; provide support and advice to team members.
• Plan team rotations/scheduling to make sure that there is sufficient coverage at all times
• Monitor performance, lead the team to achieve key performance indicators (KPIs), and provide excellent customer service
• Identify opportunities to enhance internal processes which promote best practices and lead to overall performance improvement and organizational efficiency
• Ensure that standard operating procedures are documented and maintained
• Handles escalated calls, chats, and emails from the Customer Service team
• Handles duties assigned by the designated department the lead assists
• Front-line customer service to visitors of the building at which the lead is housed
• Answering phone calls
• Providing support to the live chat functionality of the Epic website
• Serves as a main point of contact for all issues affecting numerous locations across the state
• Actively participate in the success of Epic Charter School
• Adhere to laws, policies, procedures and ethical standards of Epic Charter School
• Contributes to team effort by accomplishing related tasks as needed
• Perform other duties as assigned

Supervisory Responsibilities:

Directly supervise the assigned Customer Experience Specialists

Education and/or Experience

• High School Diploma or GED required. Associate’s degree preferred
• Previous administrative support and/or receptionist and office management experience required
• Previous experience working in Customer Experience at Epic preferred

Qualifications

• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a high-volume and fast-paced environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
• Ability to learn and navigate new software quickly
• Strong attention to detail, dependability, and follow-through
• Resolve issues and conflicts
• Passionate commitment to the mission of school choice
• Ability to maintain professional confidentiality and comply with FERPA guidelines

Language Skills

Ability to read, analyze, and interpret internal communications, financial reports, and legal documents. Ability to respond to common inquiries or complaints from families or members of the business community. Ability to communicate effectively with students, families and coworkers, both verbally and in writing.

Mathematical Skills

Basic math and accounting skills required

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Computer Skills

To perform this job successfully, an individual should have computer proficiency in Microsoft Office and the Google Suite with the ability to manage multiple computer screens. Must have a high aptitude to learn new software as necessary for the business operations of the school.

Certificates, Licenses, Registrations

• Current driver's license and valid car insurance

Other Qualifications

• Must be able to pass a state-mandated background check after a conditional offer of employment is made
• Must have favorable employment references

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The person in this position works remotely from their home. Meetings in public places and at Epic offices are also required. The noise level is quiet to moderately loud (when students are present.)