Stellar Virtual

Compensation

Full Description

Position Details Position Name Customer Care Specialist Reporting Manager Manager, Customer Care Position Status Hourly, Non-Exempt Position Type Regular, Full-Time School Year (if applicable) Not Applicable Program or School Stellar Virtual Equipment Details Yes (W2) Overview The Customer Care Specialist (Level I) will play a vital role in providing exceptional customer service to our students, parents, and community members. In this role, the Customer Care Specialist I will be responsible for responding to customer inquiries promptly and accurately, escalating issues to the appropriate personnel, and resolving customer concerns professionally, promptly, and efficiently. Essential Duties Actively respond to customer inquiries through the Stellar Virtual Customer Care platform. Monitor Customer Care communication platforms to ensure timely responses and resolution. Direct messages, questions, and concerns to pertinent personnel to ensure they are addressed promptly and effectively. Respond to families via email, phone, text, and live Zoom sessions regarding general questions. Field questions regarding major Stellar Virtual initiatives such as enrollment, attendance, curriculum, testing, and grades. Respond to customer inquiries in a timely, accurate, and professional manner. Maintain a comprehensive understanding of Stellar Virtual products, services, and policies. Collaborate with other team members to provide seamless customer service experiences. Contribute to the development and implementation of customer service improvement initiatives. Knowledge, Skills & Attributes At least 3 years in a customer service capacity, preferably in a school-based environment. Excellent written and verbal communication skills. Exceptional problem-solving and conflict resolution abilities. Proficient in Zoom, Microsoft Office Suite, and Google Suite. Strong organizational and time management skills. Ability to work independently and as part of a team. Customer-centric mindset with a passion for delivering exceptional services. Education & Certification Requirements A minimum of a high school diploma or equivalent (GED) is required. A bachelor's degree in a relevant field is strongly preferred. Significant experience and proven ability in a customer care environment may substitute for a four-year degree. Employment "At-Will" For W-2 employment, Stellar Virtual is an at-will employer. This means the employee and Stellar Virtual can terminate the employment at any time, with or without cause or notice, as legally permitted. This job description does not guarantee continued employment or a contract. All 1099 status is excluded. Equal Employment Opportunity (EEO) Stellar Virtual is an equal opportunity employer committed to diversity and inclusion. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.