Reclamations Analyst

Stride, Inc. • US - VA - Remote, VA

1d • Remote

About The Position

The Reclamation Analyst serves as the primary point of contact for the daily coordination of logistics associated with student computer hardware reclamation processes. The Reclamation Analyst is part of the Customer Support Operation team in the Enrollment Center, a diverse and fast-paced environment that serves our customers throughout their journey with K12. This role assists in retrieving K12 Loaner technology for the purposes of refurbishment. The Reclamations Analyst will utilize technical skills in K12 systems and work collaboratively with other critical teams at K12. Business hours for the team are from 8:00 AM - 8:00 PM Monday- Friday.

Requirements

• High School diploma AND One (1) year of experience in operations, administration or other relevant work OR Equivalent combination of education and experience
• High-speed internet connection. At a minimum of 25Mbps download speed and 5Mbps upload speed, if not competing with other household users.
• Satellite, DSL, data plans, wireless, or dial-up services are not compatible.
• SIP ALG (Session Initiation Protocol Application Layer Gateway) must be disabled by the provider.
• An ethernet connection is preferred.
• Ability to communicate with customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc.
• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.
• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.
• Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)
• Strong verbal and written communication skills
• Consultative approach to customer service
• Strong problem solving and analytical skills with a solutions-oriented approach
• Ability to work independently and within a team-oriented environment
• Resilient and contributes to fostering positive team morale
• Ability to prioritize effectively and manage competing priorities to deliver and drive results
• High level of quality and accountability for work product
• Ability to maintain a professional home office without distraction during our hours of operation
• Attend virtual training via webcam
• Ability to travel 10% of the time (minimal if any e.g. team building event)
• Ability to clear the required background check

Nice To Haves

• Salesforce Experience
• Prior Stride/K12 Enrollment Center Experience
• Previous customer service or sales experience with a proven record of achievement
• Previous experience in a call-center environment
• Experience with Stride/K12 Systems such as Totalview Suite, SAMS, Calabrio, etc.

Responsibilities

• Process all hardware reclamation label requests using the Customer Relationship Management (CRM) system and direct emails
• Process assigned service requests using the CRM for status updates, fulfillment requests and tracking information
• Provide daily reclamation and cancellation files to vendor; updates master files
• Work with schools and teachers directly to reclaim computers
• Process live inbound calls from auto dialer batch
• Make live outbound calls to recover hardware
• Handle vendor canceled recoveries
• Manage reclamation email inbox for all types of requests and escalations from schools, teachers, and families

Benefits

• health benefits
• retirement contributions
• paid time off

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED