Customer Support Specialist (Virtual)

Are you searching for a rewarding, fulfilling position that offers challenging work and the ability to make a big impact while working side-by-side with a team of fun, innovative people? Ideally, would you like this position to be with an organization that makes a positive contribution to the world? If so…we would love to hear from you!

About Us

University of Phoenix is a leading higher education institution founded in 1976 by Dr. John Sperling. Our mission is to improve the lives of our students, their families and future generations through higher education. Our values (which hopefully you share) are: Brave. Honest. Focused.

Our University values and embraces all team members and their unique perspectives. We fundamentally believe in fostering an environment which deeply respects, celebrates, and actively encourages a diverse workforce. We are committed to hiring - and learning from - those who share our passion to help others achieve their educational aspirations.

We offer excellent benefits, an effective recognition program, and outstanding learning and development tools, including tuition vouchers for employees and their qualified family members.

About the Position

A Customer Support Specialist provides high levels of customer support for both current and former students, as well as internal and external customers, through various communication channels. Primarily responds to customer support requests related to University technologies and directory assistance.

What You'll Do

1.Responds to high volume of customer requests via telephone, email, chat and community boards. Provides assistance to address the issue or route to other departments as appropriate.

2.Creates and maintains accurate documentation of interaction activities for trending and reporting purposes.

3.Demonstrates an ability to use good judgement and maintain performance at established company standards.

4.Proactively manages time and adheres to an established schedule of work activities.

5.Collaborates with other departments to service customers' specific needs and requests.

6.Ability to work flexible schedules as required to meet business need, including availability to work throughout the operating hours of the department - including evenings, weekends, and holidays and occasional overtime.

7.Performs other duties as assigned or apparent.

NOTE: The primary accountabilities above are intended to describe the general content and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed above. Specific goals or responsibilities will be documented in the incumbents' performance objectives as outlined by the incumbents' immediate supervisor or manager.

Supervisory Responsibilities

None

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

• High School diploma or equivalent education required

• One (1) year of technical customer service experience required

PREFERRED EDUCATION/EXPERIENCE and ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent communication skills, with the ability to actively listen and knowledgably respond to customer questions

• Ability to utilize problem solving skills to instruct customers with varying skill levels regarding technical inquiries.

• Ability to handle a high volume of inbound customer support requests through multiple channels including phone and chat.

• Excellent organizational and time management skills

• Ability to provide timely, accurate information on a variety of academically-oriented subjects

• Ability to maintain a professional and helpful attitude with all customers.

#LI-SM1

As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix. You are advised to contact your base Judge Advocate General to seek such approval and answer any questions.

Pay Range

The annual pay range for this position is $27,700 (minimum), $38,600 (midpoint), and $49,500 (maximum).*

Pay Range

The hourly pay rate range is $12.79 (minimum), $17.84 (midpoint), and $22.88 (maximum). The annualized amount, not including eligible overtime pay, is $27,700 (minimum), $38,600 (midpoint), and $49,500 (maximum).*

• Typical hiring range is between the minimum and midpoint of the above pay range. Actual starting base pay may vary based on factors such as education, experience, skills, location and budget.

Salary minimum

$27,700

Salary midpoint

$38,600

Salary maximum

$49,500

Manual Salary maximum

47600

Your work is critical to helping adult learners achieve their dreams, and we're committed to rewarding you for your efforts. We offer a competitive, comprehensive total rewards package designed to help you achieve your health, financial, educational and work-life balance goals.

Full-time employees are eligible for:

• Medical, dental and vision plans; Flexible Spending Accounts; Health Savings Accounts; Life and Disability insurance; and our Wellness incentive program;

• Competitive 401(k) employer match;

• Substantial tuition discount for you and eligible dependents; and,

• A generous time off package, including paid vacation, sick time and company holidays.*

• For more details around paid time off benefits, please click here.

Hourly midpoint

17.84

Hourly minimum

12.79

Hourly maximum

22.88

Manual Hourly Midpoint

0.00

Manual Hourly Minimum

0.00

Manual Hourly Maximum

0.00

CA Hourly Rate/Range

$X or $X - $Y

PT Hourly Maximum

45.77

PT Hourly Midpoint

35.67

PT Hourly Minimum

25.58