Customer Service Specialist 

Position Description

Customer Service Specialists fill a crucial role in helping make the experiences of our current and potential parents, students, and partner schools amazing. Because they are often the first point of contact, they have wide knowledge about course offerings, registration and billing procedures, and essential tech support. This position combines necessary customer service and problem-solving skills. Customer Support Specialists help troubleshoot customer problems and find solutions to assist families with their educational journey.

Roles

Customer Service Specialists are part of the Customer Service Team (CST), led by the Team Lead. CST fits within the broader Administration Department at Williamsburg Learning, overseen by the Chief Administrative Officer. Customer Service Specialists are responsible for performing the following functions:

1) Manage Customer Requests and Issues

- Serve as the first point of customer contact for general inquiries through assigned shifts on the phone, email, chat, and Facebook

- Respond as soon as possible to all customer issues and questions regarding applications, registration, payment, etc.

- Exercise resourcefulness when answering questions.

- If the specialist does not know the answer, quickly research it or obtain the answer from a colleague, then get back to the customer.

- Strive for complete customer satisfaction in every interaction and even anticipate information they may need that they have not asked for yet.

- Be able to help solve basic IT support requests, such as Student Information System (SIS) and Canvas Learning Management System (LMS) issues.

- Be willing to learn new skills continually, or quickly research the solution and get back to the customer, or ask a colleague to help the customer.

- Accurately and efficiently log support calls for group analysis. 

- Contribute to ideas for improvement on the team.

- Assist with student schedule change requests, course drop requests, and transcript ordering requests.

- Take payments, set up payment plans, and, when appropriate, remove late and denied payment fees.

2) Product/Company Knowledge

- Serve as a subject matter expert for website content, including academic and billing policies, registration procedures, curriculum offerings, course titles, etc.

- Stay knowledgeable and champion our core values, mission, and culture.

- Have an understanding of the courses offered and their framework.

- Be up to date on each of our programs as well as the employees and processes of those programs as it pertains to customer service responsibilities.

- Learn and use company practices and procedures.

3) Light Academic Advisement

- Advise returning students and parents about their educational choices. 

- Escalate Academic counseling to other team members as necessary (ex: school counselor, Registrar, etc.)

4) Triage Sales Calls with New Families and Consult with Returning Customers on products and services

- Answer general inquiries about curriculum and other services.

- Be familiar with the Sales Calls triage process to know when to get a caller to a member of our Enrollment Advising Team or make an appointment with them.

- Stay abreast of all company products and services.

- Guide customers with registration processes and information systems set up as well as updates to their information.

- Utilize tools, such as, email, phone, or Zoom, to support customers with the registration process.

5). Customer Retention Projects

- Work on outbound projects as needed to assist with customer retention such as calling current students who are not yet registered for our next semester/school year.

- Assist other departments as needed with projects they own.

Minimum Qualifications

• A passion of helping customers
•  Ability to handle multiple customer inquiries from multiple sources simultaneously
• 1-2 years of customer service experience
• 1 year of copywriting experience

• Associate of Arts degree or higher education
• Certification in copywriting, sales, or similar field
• Ability to work 30 hours per week