Reference # 19-00594 Title Customer Care Specialist
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 26-08-2019 --- 29-02-2020
Description
Customer Care Specialist
Imagine being part of a world-class educational experience for hundreds of thousands of K-12 students, teachers, parents, and school staff in Arizona. Client is looking for a Customer Care Specialist and you can contribute to our success by first point of contact with customer, managing, and taking ownership with request until resolved and creating a seamless customer support experience.

POSITION SUMMARY
The Customer Care Specialist provides exceptional customer service while processing requests and providing some technical support to end users for a variety of web-based Client applications and general requests.

RESPONSIBILITIES
" Responds to specific needs of families, teachers and administrators and complex customer inquiries via phone and email
" Provides one-to-one training to end users regarding systems functionality to audiences with varying levels of technical experience
" Answers general "how-to questions for a variety of Client applications, such as password support
" Updates and maintains logs of customer inquiries within Client systems
" Performs other duties as assigned

REQUIREMENTS
" Demonstrate ability to use discretion and make sound decisions
" Ability to excel in a collaborative team environment and adapt to last minute changes
" Ability to work with a minimal amount of direction while being proactive in keeping their management informed of project related issues
" Ability to work under pressure and handle dissatisfied customers with professionalism
" Ability to respectfully share ideas and points of view with team members and leadership
" Ability and willingness to follow prescribed standard operating procedures and processes
" Proven strong problem-solving skills, troubleshooting, and root cause analysis
" Excellent written and verbal communication skills
" Strong aspiration to learn new technologies
" Proven strong relationship-building and communication skills with team members and business users
" Minimum of 1 year call center and ticketing system experience is required
" Associate or Bachelor's degree in information technology, education, or related is preferred
" Knowledge of the Arizona K-12 school system is preferred
" Working knowledge of student information systems and project management software preferred
" Ability to maintain confidentiality is required