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Customer Service Specialist

1 month ago

Eagan, United States K12 Coalition Full time
Job DescriptionJob DescriptionSalary: $20-$23 per hour

About K12 Coalition

K12 Coalition provides products and services that help K-12 schools and teachers achieve transformational learning outcomes. We tackle many of today’s toughest education obstacles, including teacher recruitment and retention, student learning acceleration, ongoing teacher coaching and development, long-range strategic planning, and school equity audits. K12 Coalition came together when educators with deep experience as teachers, school leaders and high-level district administrators observed a genuine need for something better. Our divisions include iteach, Teaching Channel, Insight Education Group and Lavinia Group.


About Passage Preparation

Passage Preparation provides affordable, high-quality resources aligned to state licensure standards and corresponding assessments for prospective teachers preparing to take their state licensure tests. We are uniquely situated to support a robust and diverse pipeline of qualified educators. Our core belief is that the teaching profession demands a high standard for entry, and candidates deserve the support to meet that standard.


Location: Remote


This is a part time role of 10-20 hours per week.


Office Hours: 2-4 hours per day between the hours of 9am-5pm PST


The Opportunity

Passage Preparation is seeking a Customer Service Specialist to support customers, troubleshoot issues, and manage customer communication for this growing division. The Specialist will ensure customers have high-quality experiences by providing exceptional service during all interactions, delivering engaging correspondence via phone or email, and staying up to date on all program procedures, processes and materials. This is a great opportunity for someone who wants to continue to develop their customer service skills while working with a mission-driven organization delivering an essential service to new and aspiring teachers.


What You’ll Do

  • Respond to customer inquiries via the Passage Preparation customer service inbox
    • Educate customers on Passage Preparation benefits and/or answer specific questions they have about the materials.
    • Troubleshoot customer issues, such as password resets, account information, and generally provide assistance accessing resources.
    • Deliver exceptional customer service experience with the knowledge you are supporting the next generation of teachers.
  • Maintain knowledge of program procedures and updates
    • Provide accurate and up to date information about Passage Preparation materials.
  • Develop strategies to better address most frequently asked questions.
  • Attend team meetings and contribute to improving standard operating procedures.
  • Other relevant duties as assigned.


Who You Are

You are service-oriented - You have had experience with customer service in the past. You are known for your “can-do” attitude and for always being graciously helpful.


You have strong interpersonal communication skills - Via written communication and in person, you are dynamic and engaging, with the ability to give clear and concise information.


You are an adept problem solver - You have the ability and experience to navigate ambiguous situations or issues as they arise. You are a natural problem solver and seek solutions.


You take initiative - You are ready to jump in whenever your team needs you and willing to get your hands dirty.


Qualifications

  • Some college preferred
  • 2+ years of experience in providing excellent customer service
  • Experience in K12 education preferred


Why Work with Us

Compensation range for this position: $20-$23 per hour


As part of our commitment to pay equity, new hires are typically brought into the organization at a salary between the salary band minimum and the salary band midpoint depending on qualifications, location, internal equity, and the budgeted amount for the role.


Our Selection Process

Our selection process will include an online application, short phone interview, brief candidate exercise, final interview and reference check.


Equal Employment Opportunity and Commitment to Diversity

At K12 Coalition, we are driven to build and sustain a culture of respect, belonging and inclusion. Our DEI committee includes team members across the company that drive grassroots change through affiliated team resource groups, unconscious bias training, and Equity Triads for continuous dialogue. 


We operate with the deep belief that our world, our schools, and our team are made stronger by respecting, listening to, and amplifying the voices of the communities we serve and the world around us. Therefore, our curricular offerings, our work as a team, and our work with schools, reflect a diversity of perspectives, backgrounds, and experiences.  We aspire to deliver services, products, and practices that are deeply rooted in equity for all children. We are committed to building a diverse team to contribute to this work. 


We will extend equal employment opportunity to all applicants without regard to age, race, ethnicity, sex, religion, sexual orientation, gender identity, socioeconomic background, disability status, military affiliation, pregnancy or any other status protected under federal, state and local laws. We encourage all who share our mission to apply.


K12 Coalition will provide reasonable accommodations during the recruitment process. If you need additional accommodations or assistance, do not hesitate to contact our HR team directly at hr@k12coalition.com.


remote work