Step Up for Students
  • - E-Services
  • Remote, FL, USA
  • $37,440-$50,654
  • Full Time
  • medical, dental, vision, 401K match, and more

Position Overview
 
Bridges the digital gap between Step Up for Students and the customers served. Customer-focused, strengthening our "CORE" values by offering support via digital channels, including electronic chat communication, email correspondence and some phone call support. This position reports to the Manager, E-Services.
 
Essential Functions
 
• Proficiently work multiple online chat conversations at a time.
• Explain our services and answer questions quickly, succinctly, and accurately.
• Effectively and efficiently multi-task between all the customer service channels such as social media, online chat, and email.
• Welcome correspondents in a courteous, friendly, and professional manner using agreed upon procedures.
• Pay attention to customer needs and concerns; demonstrate empathy.
• Meet customer requirements through first contact resolution, wherever possible.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Update customer accounts when applicable with the results of the electronic communication resolution.
• Communicate clearly and concisely with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to an appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Use decision-support tools to respond to common customer work/service order inquiries and requests.
• Respond to customer correspondence.
• Maintain basic knowledge of services.
• Partner with colleagues in various departments to reach satisfactory resolution for our customers.
 
The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbent may be required to perform other additional duties as assigned.
 
Minimum Qualifications
 
HS diploma and 1 or more years of customer service experience in an online environment.
 

Knowledge, Skills & Abilities

• Entrepreneurial thinking with the ability to work collaboratively and independently.
• Superior command of the English language pertaining to spelling, grammar and punctuation.
• Ability to converse in a second language (not required, but desired).
• Strong written and oral communication skills.
• Ability to type a minimum of 55 words per minute (testing will be provided).
• Ability to multi-task, including handling multiple electronic conversations simultaneously.
• Excellent reading comprehension.
• Knowledge of basic computer operations.
• Proficiency with email and chat functions.
• Maintain presence on chat and email throughout shift and answer within guidelines.
• Willingness to rotate shifts, as needed.
• Ability and desire to learn, flexibility and critical thinking.
• Courteous with strong customer service orientation.
• Dependable with proficient attention to detail.
• Good active listening and response skills.
• Professional and career-oriented demeanor.
• Ability to work in a fast-paced, structured team environment.
• Ability to follow established policies/procedures/processes to ensure consistency and accuracy of service.
• Experienced at navigating websites and identifying information quickly.

Core Values

Step Up For Students believes strongly in two key core values, and it is the responsibility of all employees to demonstrate these values in their everyday work in order to maintain a positive and effective organizational culture.

Everyone is an asset.
Every event is an improvement opportunity.

Physical Demands

This position regularly requires the abilities of sitting, fingering or manual dexterity, grasping, talking, hearing, seeing and repetitive motions.

Work Environment

This position is remote.  




This position has been closed and is no longer available.
Step Up for Students

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