Customer Care Specialist, Accommodations

the Opportunity•Reston, VA

10d•Remote

About The Position

The Operations Division at Client is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 55-person Customer Engagement department is a combination of teams that supports our key constituents: students, parents, educators, and our state partners that represent approximately 2 million contacts per year. This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.

Requirements

Accurate and efficient data entry
Accustomed to a fast-paced environment
Attention to Detail
Customer Service
MS office
salesforce
Smartsheet
Solid written communication skills
3-5 years’ experience leading and navigating complex customer issues and resolving those cases
3-5 years’ experience providing high quality support while managing assigned cases within service level agreements
Strong organizational and prioritization skills and the proven ability to move forward within multiple projects in concert, as a leader, independently, and as a member of the team
Adept problem-solving skills, including using data to inform decisions and actions
A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities
The ability to collaborate and provide guidance to teammates on complex cases
The ability to navigate a rapidly evolving landscape
Knowledge of Microsoft Office tools: Word, Excel, PowerPoint

Nice To Haves

Familiarity with accommodations and/or disabilities a plus

Responsibilities

Become well-versed in Client SSD policy and processes that impact accommodated students, parents, and educators and the operational procedures necessary to resolve customer escalations.
Establish a strong relationship with SSD Program and SSD Experience.
Communicate complex SSD Program policies effectively, via email response as well as in written case status format.
Work within aggressive timelines and with extremely sensitive conversations regarding accommodations for students with disabilities.
Apply strong decision-making skills on and strong judgment about how to address complex requests and to de-escalate difficult customer interactions.
Handle high volume caseloads while ensuring that cases are accurately researched and closed out within established timelines.
Learn multiple customer service and operational system applications required to manage escalated SSD customer service cases.
Take a hands-on approach to determine root cause analysis of escalations.
Provide support of other work across the organization as needed to support shared goals.
Manage cases and execute SSD pre-administration processes that meet service level agreements.
Provide status on customer inquiries and trends within escalation categories
Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms
Sustain continuous dialogue with colleagues in SSD Customer Care, SSD program and SSD product owner to identify issues and execute process improvements, quality checkpoints to ensure the highest quality service in supporting these processes.
Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience.
Execute selected SSD post-administration processes.
Manage other self-assigned projects that arise through digital transformation and organizational method changes