Note: The job is a remote job and is open to candidates in USA. mpathic provides cloud-based contact center and customer support services for education programs. The Customer Operations Support representative will support families, schools, and vendors participating in the West Virginia HOPE Scholarship by handling customer inquiries, providing phone and email assistance, and reviewing and processing scholarship-related documents.
Responsibilities
- Provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center
- Working to support families', schools, and vendors in all areas of the WV Hope Scholarship
- Provide exemplary customer support through phone and email response
- Be trained to review and process a variety of documents related to the Scholarship, such as student applications, student curriculum orders, and more
- Answering Incoming Calls: Handle a high volume of inbound calls from customers, ensuring each call is answered promptly and professionally
Skills
- Must be US Citizen
- Strong interpersonal skills, ability to work autonomously and on a team
- Demonstrably effective soft skills, active listening skills, and ability to empathize with customer needs
- Excellent verbal and written communication and customer service skills by actively listening to customers, understanding their needs, and addressing their inquiries or concerns effectively
- High School diploma or equivalent required
- Outstanding interpersonal, time-management, and documentation skills
- Professional work attitude and a willingness to learn and continuously improve
- Experience working in Microsoft and Google systems
- Dedicated workspace with minimal background noise during calls and online meetings
- Consistent Wi-Fi and a fast, ethernet cord, reliable desktop or laptop with high-quality camera
- Aptitude for problem-solving based on established processes and procedures
- Meticulous habits in logging interactions via established business processes and tools
- Ability to learn and become facile with program guidelines and software tools
- West Virginia residents strongly preferred
- Virginia or other near-WV residency
- Experience with school choice or ESA programs preferred
- College degree preferred
Benefits
- Fully remote work arrangement
Company Overview