AVID Care Customer Service Specialist

3 months ago

Dallas, United States Advancement Via Individual Determination Full time

** AVID Care Customer Service Specialist**

**Job Category****:** Customer Support **Requisition Number****:** AVIDC01061 Showing 1 location **Job Details**

**Description**

**FLSA Status:**

**Non-Exempt (full-time; 40+ hours per week)**

**Report to:**

**Manager, AVID Care and Travel**

**Location:**

**Dallas, TX**

**Supervises:**

**No**

**Compensation:**

**$16.00 - $20.00 per hour/DOE**

**Schedule/Other Info:**

**Flexible schedule (varying hours/days); Initially remote - office based in Dallas, TX**

The AVID Care Customer Service Specialist is responsible for providing an exceptional customer experience through world-class, Tier 1 service and support to both external clientele and internal staff via email, phone, and other support channels. Primary function focuses on event support but could also include other diverse areas of product and services support including, but not limited to, event registration, technical troubleshooting, system access, contract status, payment questions, data queries, etc.

* Provide daily information support and technical assistance to internal and external clients via phone, email and other support channels using Salesforce Service & Sales Cloud and other tools

* Deliver assistance to external users of web-based and business applications as needed

* Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

* Manage queries on program implementation, eStore, media, avid.org, web-based applications, research, training, and general inquiries from the public

* Gather customer information and determine issues by evaluating and analyzing symptoms

* Troubleshoot hardware, website, web-based and business application components as needed

* Create and maintain customer accounts by updating account information

* Create, assemble, and distribute help documents that assist others (FAQs, SOPs, Knowledge base)

* Work with the IT escalation team to ensure accuracy of information and efficient support on related to intranet, business application systems, desktop, hardware, software, printers, etc.

* Assist with the shipment of IT equipment via UPS and FedEx to other divisional and home offices

* Assist in maintaining inventory system (computers, MiFis, monitors, docking stations, Jabra speakers, keyboard, mice, etc.) and assist management with reorders and PC Refresh program

* Work with colleagues and teams on automating, streamlining & optimizing business processes

* Provide support in cross functional meetings (requirements gathering, documentation, action item follow up, track project milestones, presentations, etc.)

* Travel, as needed

* Perform other duties as assigned

*This full-time, non-exempt position receives a competitive hourly salary; paid time off and holidays; a comprehensive benefits package that includes medical, dental, and vision options; an automatic 5% 403(b) employer contribution; and the opportunity to be a part of an organization that is impacting the lives of youth and young adults throughout the country.*

**AVID employs over 1,100 part- and full-time employees that rally behind our five core valuesService, Authenticity, Excellence, Ownership, and Potentialwhich we demonstrate in all we do.**

Only applicants who submit a cover letter with their application will be considered. Cover letters should detail what excites you about this role, and provide insight into how your skills and experience will contribute to the success of the organization's mission.

**Come join our team**

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Required**

High School or better.

**Preferred**

Bachelors or better in Business Administration or related field.

**Experience**

**Required**

**3 years:** Customer Service experience, preferably in a call center environment.

Salesforce Service and Cloud

**Preferred**

Knowledge of AVID Center's business applications and systems.

**Licenses & Certifications**

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