Experienced Customer Service Representative for Online Student Support – Evening and Weekend Shifts Available at blithequark

Introduction to blithequark

At blithequark, we are dedicated to supporting a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. As a leading institution in online education, we offer more than 100 online degree and certificate programs for students pursuing a bachelor’s, master’s, doctoral, or certificate. With a strong commitment to education and a culture of collaboration, creativity, and innovation, we thrive when we can work flexibly and support our students in achieving their full potential.

Job Overview

We are seeking an experienced Customer Service Representative to join our team, providing excellent support to online students via phone, email, and live chat. As a Representative, Customer Care, you will work in a team environment that supports online students with their financial service issues, technical support needs, registration, materials, and textbooks, and provide support with the nursing field experience process. You will be an expert in the online learning environment and walk students through the beginning process of their online experience, including supporting students through the online orientation and technical readiness to prepare new students to be successful.

Key Responsibilities

• Work closely in a team environment to provide outstanding “concierge-level” customer service to students via phone, email, and live chat.
• Troubleshoot student technical issues and coordinate solutions across service and business units. Identify and escalate service issues to Tier 2 teams and supervisors as needed.
• Play a significant role in creating customer service best practices and improving service levels. Some project management duties to help improve service delivery each term.
• Help execute tactical approaches to improve service levels across the organization. Help ensure smooth daily service operations of the team.
• Ensure organizational policy and procedures are followed regarding security and confidentiality pertaining to the collection and/or use of Personally Identifiable Information (PII).
• Strictly adhere to organizational procedures regarding security and confidentiality of student financial and FERPA protected information.
• Perform other duties as assigned and comply with all policies and standards.

Essential Qualifications

• Bachelor's Degree Preferred
• 1+ year of experience working in a service-oriented environment, technical support, or related field.
• Experience in collecting and handling financially sensitive information in the strictest confidence.
• Familiarity with online learning technology is a plus.
• Strong commitment to education and ability to multi-task and work across multiple systems and screens.
• Excellent verbal and written communication skills required. Strong knowledge of Microsoft Office Suite. Strong computer and technical support skills.
• Ability to successfully resolve student issues from request through resolution.
• Ability to de-escalate upset students. Effectively work with multiple databases and student platforms.
• Skilled at connecting and building rapport with students from diverse backgrounds.
• Creative, innovative, able to work independently and in a team environment.
• Ability to adapt to new and rapidly changing situations.
• Ability to work flexible hours to support variable volume.

Preferred Qualifications

• Previous experience in customer service, technical support, or a related field.
• Experience working in an online education environment.
• Familiarity with student information systems and learning management systems.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have the opportunity to develop your skills and knowledge in customer service, technical support, and online education. You will also have the chance to work with a diverse group of students and colleagues, and to contribute to the success of our institution. We offer a range of training and development programs, including on-the-job training, workshops, and online courses, to help you achieve your career goals.

Work Environment and Company Culture

At blithequark, we value collaboration, creativity, and innovation. We believe in working flexibly and supporting our employees in achieving a healthy work-life balance. Depending on your location, this role may be hybrid or remote, with the option to work from home or in one of our offices. We offer a range of benefits, including health, dental, vision, life, and disability insurance, as well as a 401k retirement program with a 6% employer match.

Compensation, Perks, and Benefits

The expected salary range for this position is between $16.65 and $27.36 per hour, depending on experience and qualifications. We also offer a range of benefits, including:

• Health, dental, vision, life, and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays

Conclusion

If you are a motivated and customer-focused individual with a passion for education, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will have the chance to make a positive impact on the lives of our students and contribute to the success of our institution. Don’t miss out on this opportunity to join our team and take your career to the next level. Apply now and become a part of our dynamic and supportive community.