Private School Support Specialist (Contractor)

K12 Herndon , VA 20171

Posted 3 weeks ago

  • About us
  • K12 Produces Results
  • thinkTANK12

K12 believes in Education for Any One. We provide families an online option for a high-quality, personalized education experience. Students can thrive, find their passion, and learn in an environment that encourages discovery at their own pace. In support of this, we are committed to creating and maintaining a culture of inclusion and diversity where our employees are passionate about serving students and families, treat one another and customers with respect, challenge each other to innovate and always strive to do better.

The Private School Support Specialist is responsible for providing back office operational support for all K12 Private Schools. Including loading student courses, processing refund requests, and other administrative tasks while placing an emphasis on quality of service.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

  • Proactively manage service case queues for school support requests in Salesforce CRM, with the ability to meet SLA's for timely case resolution;

  • Resolve routine account related requests such as cancellations, course extensions, reactivations, curriculum locks/unlocks, and various other tasks;

  • Responsible for loading courses to student accounts for timely access to course content;

  • Process tuition payments for returning Private School families;

  • Process eCommerce orders via K12 order management system;

  • Complete standard/routine projects with limited oversight;

  • Any other responsibilities as identified and assigned by manager and/or supervisor;

Supervisory Responsibilities:

This position has no formal supervisory responsibilities.

Minimum Required Qualifications:

  • High School Diploma or GED
  • 1(One)+ year(s) of directly relevant work experience externally or 6-12 months of relevant work experience with K12 in a similar position

Certificates and Licenses: None required.

Other Required Qualifications:

  • High level of attention to detail with focus on quality while working in a high-volume environment

  • Demonstrated ability to work independently in an effective and efficient manner

  • Excellent customer service skills and prior experience providing customer support

  • Excellent time management and organizational skills

  • Strong written and verbal communication skills

  • Ability to respond appropriately to feedback, mentoring and coaching Ability to effectively manage competing priorities in a deadline driven atmosphere, and demonstrate resilience

  • Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.

  • Flexible schedule with ability to work additional hours as needed

  • Ability to travel 10% of the time (minimal, if any)

  • Ability to pass required background check

Desired Qualifications:

  • Experience with Salesforce CRM, Totalview, Order Management System, and/or Five9 telephony system

  • Team-oriented

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 is an office-based position. The noise level in the office is usually moderate (computers, printers, light foot traffic).

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

K12 is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.

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Private School Support Specialist (Contractor)