What are the responsibilities and job description for the Customer Care Specialist - State Implementation position at TALENT Software Services?

Are you an experienced Customer Care Specialist - State Implementation with a desire to excel? If so, then Talent Software Services may have the job for you! Our client is seeking an experienced Customer Care Specialist - State Implementation to work at their company in Reston, VA(Remote).

Position Summary : The need is to handle overflow case management supporting the implementation of the SAT and PSAT assessment program. These roles will support their hands-on work, remotely, in a call center scenario. The selected candidates will handle phones and respond to emails. 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.

Primary Responsibilities / Accountabilities :

Provide Exceptional Customer Service (75%)

Be an expert in company 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's 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%)

Provide operational readouts and status on customer inquiries and trends within client's and / or externally with customers

Assist with customer outreach for special projects

Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience

Perform other related duties and projects as assigned

Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints / concerns

Qualifications :

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 our offices and / or vendors.

A college degree (preferred)

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 client 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.

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Customer Care Specialist - State Implementation

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