Job Title: Customer Experience Specialist

Department: Customer Experience

Reports To: Customer Experience Team Lead

Compensation: 48,000

TRS Classification: Non-Classified

Summary:

The specialists will be responsible for front-line customer service to visitors of the building at which the specialist is housed, answering phone calls, 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 to visitors of the building at which the specialist is housed
• Answering phone calls
• Responding to emails
• Providing support to the live chat functionality of the Epic website
• Actively participate in the success of Epic Charter School
• Adhere to laws, policies, procedures and ethical standards of Epic Charter School
• Contributes to team effort by accomplishing related tasks as needed.
• Perform other duties as assigned

Supervisory Responsibilities:

• No supervisory responsibilities

Education and/or Experience

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

Qualifications

• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a high-volume and fast-paced environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
• Ability to learn and navigate new software quickly
• Strong attention to detail, dependability, and follow-through
• Resolve issues and conflicts
• Passionate commitment to the mission of school choice
• Ability to maintain professional confidentiality and comply with FERPA guidelines

Language Skills

Ability to read, analyze, and interpret internal communications, financial reports, and legal documents. Ability to respond to common inquiries or complaints from families or members of the business community. Ability to communicate effectively with students, families and coworkers, both verbally and in writing.

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 and 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 Administration office or microsite. The noise level is quiet to moderately loud (when students are present.)

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