What are the responsibilities and job description for the Customer Care Specialist - State Implementation position at Kellton?
Role : Customer Care Specialist - State Implementation
Location : Remote, flex business hours EST through MST
Mode : Temporary – ASAP through April / May
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 CB systems (most like salesforce CRM). Most ideal if the person has education experience…double 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.
About the Opportunity
In support of the “boots on the ground” work the State Implementation Support Specialists are doing on the SCPM team. You will be responsible for supporting questions and issues in relation to the implementation of state’s SAT and PSAT assessment program. You will be an escalation point of contact for the state department of education, district test coordinators, and school test coordinators as they implement the assessment for their federal accountability test in spring 2025. school in the state. This will include managing escalations in a timely manner and within the specified guidelines and policies of various internal departments.
You will be most successful in this role if you are a problem-solver, fast-learning specialist who is willing to go above and beyond to support customers and find resolutions to issues.
In this role, you will :
Provide Exceptional Customer Service (75%)
- Be an expert in Client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
- Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and / or escalated customer service cases. Establish a strong relationship with each of the Client departments listed above and external vendors, specifically the various customer service outsourced partners.
- Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College / University Admissions Personnel.
- Work within aggressive timelines and with extremely sensitive student cases.
- Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
- Learn multiple customer service and operational system applications required to manage escalated customer service cases.
- Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
- Conduct manual processes to implement exceptions workarounds.
- When necessary, provide manual support for data entry and exceptions.
- Provide support of other work across Operations Division as needed to support shared goals.
Complete Special Projects and Continuous improvement (25%)
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