Remote Status: Remote CUSTOMER CARE AGENT
OFFICE OF MEMBERSHIP AND STATE SUPPORT
SUMMARY
This position is to serve our primary customers, teachers, by operating a SkillsUSA Customer Care Team throughout the year. Customer Care Team agents will assist teachers across all SkillsUSA platforms including but not limited to Register, Absorb, Champions Testing Platforms, Virtual Conference Center, and Store Fronts. Agents will provide dedicated focus to membership and Career Essentials while maintaining a working knowledge of all SkillsUSA staffing, programming and events. Customer Care Team agents will assist inter-departments of the organization to create programmatic cohesiveness and success. The agent will provide these services while maintaining the Customer Care Principles to:
- Communicate knowledgeable, clear, and concise information.
- Display professionalism, care, and patience.
- Build and retain customer relationships.
- Work within the team to identify and solve problems.
MINIMUM EDUCATION, LICENSE AND EXPERIENCE REQUIREMENTS
This position requires a customer-centered, self-motivated, detail and task oriented individual, who works independently and well under pressure, and possesses the ability to handle and prioritize multiple tasks. A strong motivation for teamwork and administrative detail is required. This position is responsible for external customer support and must possess excellent verbal and written communication skills. Must be proficient with a PC or MAC computer, Microsoft Office. Additional software knowledge a plus. Ideally, this position has Career and Technical Education previous experience and SkillsUSA experience. A minimum of 1 year of professional experience in either customer service or education is required. A multi-lingual abilities preferred but not required.
ESSENTIAL FUNCTIONS OF THE JOB
- Daily staffing of dedicated Customer Care call center number.
- Daily staffing of Live Chat inquiries and respond to any Chat messages that are submitted while team members are offline.
- Daily staffing of direct Customer Care email(s).
- Respond in a timely manner (24 hours) to email and phone calls that are received via all customer care modes of communication.
- Daily documentation and follow-up of customer contacts.
- Membership Support - assist teachers in establishing and managing chapters. Consult with and provide teachers with answers and resources. Implement system that enables teachers to create a chapter environment that encourages student engagement, recruitment, chapter structure, and administrator support, as well as implementation of the program of work, chapter meetings, and election of officers, program integration and other components of SkillsUSA programs. Complete all steps as outlined in the Recruitment Drive Process as it relates to new schools and advisors.
- Career Essentials Support - assist teachers in discerning curriculum choice, set-up accounts and departments and assimilation of user imports. Assist teachers with implementation strategies and provide technical support to students and advisors as needed.
- Attend weekly and bi-weekly meetings with SkillsUSA staff and Customer Care Team members to review questions, conferences, and operational procedures and participation in any additional meetings deemed necessary in order to fulfill the scope of work.
- Additional work as deemed necessary to fulfilling the contract.
- Customer Care Team agents will be on call from 8:00 a.m. until 5:00 p.m. EST (M/W/F) and 11:00 a.m. – 7:00 p.m. EST (T/T) or work set number of hours weekly as agreed upon between the employee and supervisor.
OTHER JOB DUTIES
- Required to attend the annual National Leadership & Skills Conference.
- Other duties as assigned by the Executive Director and/or Director, Office of Membership and State Support.
IMMEDIATE SUPERVISOR: Director, Office of Membership and State Support
Pay Range: $46,996 - $58,798 per year
