Experienced Customer Service Representative for Evening and Weekend Support – Delivering Exceptional Student Experiences in Online Education

Introduction to blithequark

At blithequark, we pride ourselves on fostering a diverse community of adult learners from across the U.S. and other countries, who are driven to achieve their academic goals and make a lasting, positive impact in their professions and communities. As a leading institution in online education, we offer over 100 online degree and certificate programs, catering to students pursuing bachelor's, master's, doctoral, or certificate programs. With a strong commitment to academic excellence and social change, we have graduated more than 174,000 students and are accredited by the Higher Learning Commission. Our mission is to provide a supportive and inclusive environment that empowers students to succeed, and we are dedicated to making a difference in the lives of our students and the communities they serve.

Job Overview

We are seeking an experienced and skilled Customer Service Representative to join our team, providing exceptional support to our online students during evening and weekend hours. As a Representative, Customer Care, you will play a vital role in delivering concierge-level customer service, troubleshooting technical issues, and coordinating solutions across service and business units. Your expertise and passion for customer service will help create a seamless and supportive experience for our students, empowering them to achieve their academic goals.

Key Responsibilities

• Work closely with our team to provide outstanding customer service to students via phone, email, and live chat, ensuring timely and effective resolution of their queries and concerns.
• Troubleshoot student technical issues, identifying and escalating service issues to Tier 2 teams and supervisors as needed, and coordinating solutions across service and business units.
• Contribute to the development of customer service best practices, improving service levels, and project management duties to enhance service delivery each term.
• Help execute tactical approaches to improve service levels across the organization, ensuring smooth daily service operations of the team.
• Adhere to organizational policies and procedures regarding security and confidentiality, particularly when handling Personally Identifiable Information (PII) and student financial and FERPA-protected information.
• Perform other duties as assigned, complying with all policies and standards, and demonstrating a strong commitment to education and customer service excellence.

Essential Qualifications

• Bachelor's Degree preferred, with a strong foundation in customer service, technical support, or a related field.
• At least 1 year of experience working in a service-oriented environment, with a proven track record of providing exceptional customer service and support.
• Experience in collecting and handling financially sensitive information in the strictest confidence, with a strong understanding of security and confidentiality protocols.
• Familiarity with online learning technology is a plus, with a willingness to learn and adapt to new systems and platforms.
• Excellent verbal and written communication skills, with strong knowledge of Microsoft Office Suite and technical support skills.
• Ability to multi-task, work across multiple systems and screens, and successfully resolve student issues from request through resolution.
• Strong ability to de-escalate upset students, connect with students from diverse backgrounds, and work effectively with multiple databases and student platforms.

Preferred Qualifications

• Experience working in an online education environment, with a strong understanding of the challenges and opportunities faced by online students.
• Knowledge of customer service software and technology, with experience using CRM systems and other customer service tools.
• Certifications or training in customer service, technical support, or a related field, with a commitment to ongoing learning and professional development.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, providing opportunities for professional development, training, and advancement. As a Customer Service Representative, you will have access to a range of learning resources, including online courses, workshops, and conferences, to help you enhance your skills and knowledge. Our goal is to empower you to succeed in your role, while also providing a supportive and inclusive environment that fosters collaboration, creativity, and innovation.

Work Environment and Company Culture

At blithequark, we believe in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. Depending on your location, this role may be hybrid or remote, offering the flexibility to work from home or in one of our office locations. We are committed to creating a positive and inclusive work environment, with a strong focus on diversity, equity, and inclusion. Our team is passionate about making a difference in the lives of our students, and we are dedicated to providing a supportive and empowering environment that fosters growth, learning, and success.

Work Arrangements

• HYBRID – If you reside within 50 miles of blithequark offices, this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.
• REMOTE – If you live over 50 miles from blithequark offices, this role is remote, with occasional office visits required based on business needs, with advance communication for such requests.

Compensation, Perks, and Benefits

We offer a competitive salary range for this position, between $16.65 and $27.36, with actual pay adjusted based on job-related factors permitted by law, such as experience and training, geographic location, licensure and certifications, market factors, departmental budgets, and responsibility. Our benefits package includes:

• Health, dental, vision, life, and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional student experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will be part of a dynamic team that is dedicated to making a difference in the lives of our students. With a strong commitment to education, diversity, and inclusion, we offer a supportive and inclusive environment that empowers our employees to succeed. Apply now to join our team and start your journey with blithequark!

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