Customer Care Specialist

About the role

Seeking a Customer Care Specialist with good experience handling complex customer issues, case management, and high-volume customer service operations. The ideal candidate will have strong written communication, data entry, accuracy, and organizational skills, with proven experience managing customer inquiries and correspondence within established service-level timelines. The candidate should be highly detail-oriented, as the role requires accurate data entry into customer databases and operational systems. Experience with Salesforce and Smartsheet is required, along with proficiency in Microsoft Office tools, particularly Word, Excel, and PowerPoint.

Responsibilities

• Provide Customer Service (50%):
  • Become well-versed in Client SSD policy and processes that impact accommodated students, parents, and educators and the operational procedures necessary to resolve customer escalations.
  • Establish a strong relationship with SSD Program and SSD Experience.
  • Communicate complex SSD Program policies effectively, via email response as well as in written case status format.
  • Work within aggressive timelines and with extremely sensitive conversations regarding accommodations for students with disabilities.
  • Apply strong decision-making skills and strong judgment about how to address complex requests and to de-escalate difficult customer interactions.
  • Handle high volume caseloads while ensuring that cases are accurately researched and closed out within established timelines.
  • Learn multiple customer service and operational system applications required to manage escalated SSD customer service cases.
  • Take a hands-on approach to determine root cause analysis of escalations.
  • Provide support of other work across the organization as needed to support shared goals.
• Execute SSD Operational Processes & Recommend Process Improvements (35%):
  • Manage cases and execute SSD pre-administration processes that meet service level agreements.