The Private School Support Specialist is responsible for providing back office operational support for all K12 Private Schools. Including loading student courses, processing refund requests, and other administrative tasks while placing an emphasis on quality of service.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- Proactively manage service case queues for school support requests in Salesforce CRM, with the ability to meet SLA’s for timely case resolution;
- Resolve routine account related requests such as cancellations, course extensions, reactivations, curriculum locks/unlocks, and various other tasks;
- Responsible for loading courses to student accounts for timely access to course content;
- Process tuition payments for returning Private School families;
- Process eCommerce orders via K12 order management system;
- Complete standard/routine projects with limited oversight;
- Any other responsibilities as identified and assigned by manager and/or supervisor;
Supervisory Responsibilities: This position has no formal supervisory responsibilities.
Minimum Required Qualifications:
- High School Diploma or GED
- 1(One)+ year(s) of directly relevant work experience externally or 6-12 months of relevant work experience with K12 in a similar position
Certificates and Licenses: None required.
OTHER REQUIRED QUALIFICATIONS:
- High level of attention to detail with focus on quality while working in a high-volume environment
- Demonstrated ability to work independently in an effective and efficient manner
- Excellent customer service skills and prior experience providing customer support
- Excellent time management and organizational skills
- Strong written and verbal communication skills
- Ability to respond appropriately to feedback, mentoring and coaching Ability to effectively manage competing priorities in a deadline driven atmosphere, and demonstrate resilience
- Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
- Flexible schedule with ability to work additional hours as needed
- Ability to travel 10% of the time (minimal, if any)
- Ability to pass required background check
Desired Qualifications:
- Experience with Salesforce CRM, TotalView, Order Management System, and/or Five9 telephony system
- Team-oriented