Customer Experience Specialist

Job Title: Customer Experience Specialist

Department: Customer Experience

Reports To: Customer Experience Team Lead

Compensation: $22.96/hour (estimated $47,940.48)

TRS Classification: Non-Classified

Status: Full-Time, Non-Exempt

Summary:

The Customer Experience Specialist will be responsible for front-line customer service to visitors of the building at which the specialist is housed, answering phone calls and emails providing support to the live chat functionality of the EPIC website, and assisting with projects as needed.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Front-line Customer Service: Provide courteous and knowledgeable assistance to visitors within the assigned building, ensuring a positive guest experience.
• Tier One Support: Respond promptly and effectively to inquiries received through phone calls, email, tickets, and the live chat feature on the Epic website, utilizing expertise in the designated specialty to address customer needs.
• Specialty Knowledge: Demonstrate a proficient understanding of the assigned team specialty, staying up-to-date on advancements to deliver accurate and timely support.
• Project Assistance: Collaborate with team members to contribute to various projects and initiatives as needed, demonstrating flexibility and a willingness to adapt to evolving priorities.
• Special Projects: Participate in special projects as assigned by management, leveraging skills and expertise to contribute to the successful execution of organizational objectives.
• School Events: Assist with the school events, including Prom, Graduation, and other organizational events, providing exceptional customer service and operational support to ensure a positive experience for students and families.
• Location Flexibility: Be prepared to fill in at alternate locations as required, demonstrating flexibility and a commitment to supporting organizational needs across different settings.

Supervisory Responsibilities:

• No supervisory responsibilities

Education and/or Experience:

• High School Diploma or GED required. Associate’s degree preferred
• Previous experience in customer service, administrative support, receptionist duties, and/or office management required.

Qualifications:

• Effective Communication: Strong listening skills, adept at addressing concerns and objections.
• Proactive Work Ethic: Capable of managing multiple tasks in a fast-paced environment.
• Customer Rapport: Quickly builds rapport with customers over the phone.
• Software Proficiency: Quick to learn and navigate new software.
• Attention to Detail: Meticulous and reliable with strong follow-through.
• Conflict Resolution: Skilled in resolving issues diplomatically.
• Passion for Education: Committed to the mission of school choice.
• Confidentiality Compliance: Maintains professional confidentiality and FERPA compliance.

Language Skills:

• Ability to read, analyze and interpret internal communications as well as legal documents.
• Must be able to communicate effectively with district staff, families and students both verbally and in writing, responding to common inquiries and/or requests for assistance.

Mathematical Skills:

• Basic math skills required

Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Computer Skills:

• To perform this job successfully, an individual should have computer proficiency in Microsoft Office and the Google Suite with the ability to manage multiple computer screens.
• Must have a high aptitude to learn new software as necessary for the business operations of the school.

Certificates, Licenses, Registrations:

• Current driver's license
• Valid car insurance

Other Qualifications:

• Must be able to pass a state-mandated background check after a conditional offer of employment is made
• Must have favorable employment references

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position reports to an Epic microsite based in Ponca City, OK. The noise level is quiet to moderately loud (when students are present).

Epic Charter Schools is an Equal Opportunity Employer.

For reasonable accommodations of a disability during the hiring process, please email Epic.hr@epiccharterschools.org. Someone will call you to discuss further.