What are the responsibilities and job description for the Customer Care Specialist - State Implementation position at SGF Global?
Must Have :
Excellent written and verbal communication skills
High Volume Call Center
K-12 educational technology, training, assessment industry, and / or K-12 school / state / central office experience
Salesforce CRM
JOB DESCRIPTION
Role : Customer Care Specialist - State Implementation (6 openings)
Mode : Temporary - ASAP through April / May
Location : Remote, flex business hours EST through MST
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.
Rate : we expect to see candidates in the
- hour pay range per MRA and similar placements - share best options (these roles are tad above the lasted CSR roles, but a tad below the In-State reps... share your best options).
Process : submit 2-3 bullets of why the candidate fits the profile above and if resume reads "to present" explain why they are interested in a temp role and provide LI profile >
initial .5 interview w / 2 managers (Iian Wickerson and Bridget Brown) followed by a potential, final with exec, Trish Bartenes >
remote start process (orientation 8 : 45 - 9 : 00 am on the start date (confirmation of equipment by Friday prior).
About the Teams
State Contract Program Management (providing back up support to this team)
Customer Engagement Team (managing the work in support of the above team)
bout 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
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
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%)
You have :
3-5 years of customer service experience managing customer escalations in a high-volume customer service operation (required)
3-5 years of related work experience in K-12 educational technology, training, assessment industry, and / or K-12 school / state / central office experience (preferred)
The ability to act in a highly collaborative way with the ability to influence others and build strong relationships across internal and external stakeholders.
Excellent written and verbal communication skills, including the ability to communicate complex and sensitive issues.
Effective planning, prioritization, and problem-solving skills.
Computer literacy, including Microsoft Office applications
The ability to manage relationships with peers as well as multiple levels of management
Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
The ability to be flexible and quickly adapt to new methods, situations, and requirements
The ability to travel 4-6 times a year to
A college degree (preferred)
