• Job Description

  Req#: R7734
  PLEASE NOTE: Your application will expire one year from the time of submission. Please feel free to apply to any other positions for which you may qualify.

  Our team members enjoy competitive salaries, a well-rounded benefits package, generous paid time off (including 25 holidays, vacation, and sick leave), and an array of professional development opportunities. We’re always looking to add to our team of more than 3,000 dedicated professionals who are leading online education worldwide with transformative digital solutions – personalized to every student.

  Job Posting End Date:

  Deadline to apply is 11:59 PM on

  09-02-2024

  Job Title:

  Customer Care Representative

  Contract Type:

  Employee

  Annual Salary:

  $31,200.00 - $58,344.00

  (Support staff salary will be based on internal equity and experience)

  Location:

  FL - HOME OFFICE

  Job Description Summary:

  Our Mission is to equip students for success by developing and delivering highly effective digital learning through an intuitive online platform.
  
  FLVS does not discriminate in admission or access to, or treatment or employment in its programs and activities on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information or any other reason prohibited by law.

  The Position:

  Position General Summary:

  Under general supervision, the Representative, Customer Care is the first line of support for external and internal customer service, including but not limited to inbound/outbound calls, responding to emails and helpdesk tickets. The Representative, Customer Care monitors the email calendars and inboxes, distributing action items to team members while providing timely responses to internal and external customers. The Representative, Customer Care may assist in reporting data, and ensures the accuracy, efficiency, and timeliness of data and reports. This position is responsible for performing specialized clerical and technical tasks with minimal supervision and instruction, with a high degree of customer service.

  Essential Position Functions:

  • Answer inbound calls from both internal and external customers

  • Serve as a liaison between the department and those customers being served

  • Assist customers, while troubleshooting minor technology or system issues and escalate unresolved issues within established timelines

  • Utilize the Help Desk Ticket process to respond to and resolve inquiries submitted by internal and external customers

  • Respond to inquiries and provide assistance to customer requests

  • Properly document requests and provide responses in compliance with internal policies and state and federal law and escalating concerns or issues

  • Work with multiple departments though email, Service now, VSA, or other platforms

  • Assist Customer Care Technicians with their duties as needed

  • Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others

  • All work responsibilities are subject to having performance goals and/or targets established

  • Perform related duties as assigned.

  (These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.)

  Minimum Requirements:

  Education/Licensure/Certification:

  • High School Diploma

  • Associate’s Degree, preferred

  Experience:

  • One year customer service or administrative/clerical experience; or an equivalent combination of education and experience

  • Experience in a professional office or school environment

  Knowledge, Skills, and Abilities (KSA's):

  • Strong attention to detail

  • Ability to ensure confidentiality with regard to sensitive information

  • High level understanding of the principles and practices of customer service

  • Ability to review and analyze processes and recommend improvements

  • Ability to efficiently coordinate multiple projects and meet required deadlines

  • Strong verbal and written communication skills, specifically phone and email

  • Bilingual with the ability to speak, read, and write in Spanish and English, preferred

  • Ability to establish and maintain effective working relationships; providing a high level of customer service to both internal and external customers

  • Experience with Microsoft Office Suite

  • Experience with computer systems and their application and an understanding of the concepts involved in data processing

  • Laws, regulations, rules, and policies governing a school, school district, The Florida Education Code, and the ability to apply them with good judgment in a variety of situations

  • Ability to learn quickly, develop, and implement policies and procedures for data processing

  • Ability to review, interpret, and evaluate applications and other specialized documents

  • Ability to understand and provide oral and written instructions

  CORE COMPETENCIES FOR SUCCESS:

  COMMUNICATION SKILLS

  Clearly and effectively conveys and/or presents information verbally; summarizes what was heard to mitigate miscommunication; Shares ideas and perspectives and encourages others to do the same; Informs others involved in a project of new developments; Disseminates information to other employees, as appropriate; Effectively uses multiple channels to communicate important messages; Keeps supervisor well informed about progress and/or problems in a timely manner; Writes in a clear, concise, organized and convincing way for a variety of target audiences; The written message is consistently error-free; The written message has the desired effect on the target audience

  CUSTOMER FOCUS

  Prioritizes customers (internal and external) and their needs as primary and is dedicated to meeting their expectations; Develops and maintains customer relationships; builds credibility and trust; Quickly and effectively solves customer problems; Provides prompt, attentive service in a cheerful manner; adapts to changing information, conditions or challenges with a positive attitude; Incorporates customer feedback into delivery of service to provide the best experience possible for the customer; Actively promotes our organization in the community by serving as an ambassador or volunteer

  INTERPERSONAL SKILLS

  Relates well with others; Treats others with respect; Shares views in a tactful way; Demonstrates diplomacy by approaching others about sensitive issues in non-threatening ways; Considers and responds appropriately to the needs, feelings and capabilities of others; Fosters an environment conducive to open, transparent communication among all levels and positions; Takes the initiative to get to know internal and external customers

  FUNCTIONAL /TECHNICAL EXPERTISE

  Has the skills, abilities, knowledge and experience to be successful in functional area of expertise; Dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology; Picks up on technology quickly; Does well in technical courses and seminars; Produces high quality work in organized and timely fashion

  INDIVIDUAL CONTRIBUTOR COMPETENCIES FOR SUCCESS:

  PEER RELATIONSHIPS

  Finds common ground and solves problems for the good of all; Can represent his/her own interests and yet be fair to other groups; Solves problems with peers with minimal “noise”; Is seen as a team player and is cooperative; Easily gains trust and support peers; Encourages collaboration; Is candid with peers

  CREATIVITY

  Comes up with a lot of new and unique ideas; Easily makes connections among previously unrelated notions; Tends to be seen as original and value-added in brainstorming sessions; Takes calculated risks; Is not afraid to try new things and potentially “fail fast”

  SELF KNOWLEDGE

  Seeks feedback; Gains insight from mistakes; Is open to constructive criticism; isn’t defensive; Proactively seeks to understand his/her strengths and areas for growth; applies information to best serve organization; Recognizes how his/her behavior impacts others and incorporates insight into future interactions

  PLANNING

  Accurately scopes out length and difficulty of tasks and projects; Sets objectives and goals; Breaks down work into the process steps; Develops schedules and task/people assignments; Anticipates and adjusts for problems and roadblocks; Measures performance against goals; Evaluates results

  ORGANIZING

  Uses his/her time effectively and efficiently; Concentrates his/her efforts on the more important priorities; Can attend to a broader range of activities as a result of organizing time efficiently; Can marshal resources (people, funding, material, support) to get things done; Can orchestrate multiple activities at once to accomplish a goal; Arranges information and files in a useful manner

  PROBLEM SOLVING

  Uses rigorous logic and methods to solve difficult problems with effective solutions; Probes all fruitful sources for answers; Can see hidden problems; Is excellent at honest analysis; Looks beyond the obvious and doesn’t stop at the first answers

  DRIVE FOR RESULTS

  Can be counted on to exceed goals successfully; Very bottom-line oriented; Steadfastly pushes self and others for results; Is full of energy for the things he/she sees as challenging; Not fearful of acting with a minimum of planning; Consistently seizes opportunities; Consistently exceeds goals

  Physical Requirements and Environmental Conditions:

  • Frequency of travel: Occasional travel is required for meetings, trainings, and conferences; location may vary and may require overnight stays

  (Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.)

• About the company

  Florida Virtual School was founded in 1997 as the first statewide Internet-based public high school in the United States.

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