Customer Care Specialist II

Stellar Virtual • El Paso, TX

1d • Remote

About The Position

As a Customer Care Specialist II, this position plays a vital role in providing exceptional customer service to our students, parents, and community members. In this role, the Customer Care Specialist will be responsible for responding to customer inquiries promptly and accurately, escalating issues to the appropriate personnel, and resolving customer concerns promptly and efficiently.

Requirements

• Proven experience working independently with minimal supervision, including the ability to manage a digital task list and maintain a stable remote (home-office) infrastructure.
• Minimum of 1–2 years of experience using the Google Workspace suite (Docs, Sheets, Slides, Drive) in a professional or academic setting.
• Demonstrated ability to communicate complex ideas via written channels (Email, Google Chat, and Document Comments) with high clarity and low ambiguity.
• Access to a private, secure, high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload speeds.
• At least three years of working in a customer service capacity in a school setting is required.
• Customer-centric mindset with a passion for delivering exceptional service
• Knowledge of Excel and Google Workspace applications and Admin Console, current and legacy cloud-based operating systems, and office software.
• Good communication with strong team collaboration; efficient and independent work.
• Proactive and fast learner who thrives in a fast-paced environment.

Nice To Haves

• Basic knowledge of SQL for writing report queries is a plus (but not required).
• Knowledge and comfort with evolving online technologies that support a virtual work environment, including Google Workspace and Google Apps for Education.

Responsibilities

• Actively respond to customer inquiries through the Stellar Virtual Customer Care platform.
• Monitor Customer Care communication platforms to ensure timely responses and resolution.
• Direct messages, questions, and concerns to pertinent personnel to ensure they are addressed promptly and effectively.
• Respond to families via email, phone, and text regarding general questions, directing them to the Stellar Virtual ticketing system.
• Field questions regarding major Stellar Virtual initiatives such as enrollment, attendance, curriculum, testing, and grades.
• Respond to customer inquiries in a timely, accurate, and professional manner.
• Maintain a comprehensive understanding of Stellar Virtual products, services, and policies.
• Collaborate with other team members to provide seamless customer service experiences.
• Contribute to the development and implementation of customer service improvement initiatives.
• Diagnose and repair software or equipment failures for Chromebooks, PCs, and Macs (diagnoses may need to be done remotely) via email, chat, text, and phone.
• Respond to a variety of questions from school staff, parents, and students to provide technical information, guidance, or referral.
• On-board and off-board employees within corporate systems to maintain the integrity of the shared and/or proprietary data.
• Remotely configure new employee devices.
• Maintain records (e.g. support request logs, inventory, etc.) to document activities, convey information, and/or provide an up-to-date reference and audit trail.
• Research a variety of topics to make recommendations regarding vendors to use for repairs and/or supplies.
• Support data integrations between internal and external systems such as the CRM, SIS, and LMS.
• Train school staff on a variety of operations to provide ongoing support, training, and development and maximize the capabilities of staff.
• Play a key role in our collective success by proactively pivoting to support emerging business needs and strategic priorities directed by your manager.

Benefits

• Competitive vacation and paid time off plans
• Comprehensive medical (HMO, HDHP, and PPO), dental, and vision plans with varying coverage for employees and their families, with options available in all states, including a high-deductible health plan (HDHP) option.
• 401(k) retirement plan (pre- and post-tax options) with matching contribution up to 3% after one year of employment
• Additional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and ID theft protection plans
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Two paid closure weeks each year (weeks of July 4 and December 25)
• 10 Company-paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED