Help Desk Representative

• Full Time
• Posted : 4 years ago

Phalen Leadership Academies is currently looking for a dedicated representative like YOU for the 2020-2021 School Year. APPLY NOW!

School Call/Help Center Representative will serve as the first point of contact to support families, scholars, and staff with questions regarding school operations including but not limited to: enrollment, technology, online learning, and other topics related to school and organization operations.

• Answers call and respond to inquiries via PLA’s Customer Relationship Management system
• Serves as a point of contact for general school communications, updates and/or reminders
• Provide an initial point of contact for families, staff and/or scholars who have questions and/or need assistance with their technology
• Responds to calls of parents, staff, etc. for the purpose of providing information and/or direction as may be required
• Works to create and resolve help tickets as quickly as possible
• Escalates inquires and requests as necessary to the appropriate department or person
• Document all inquiries, requests, resolutions, and follow-up tasks to support our ability to track issues and further develop processes
• Researches questions using an organization’s knowledge base
• Identify any process improvements that may enhance the overall effectiveness
• Follow standard call center procedures
• Must participate in relevant training and coaching sessions to support content knowledge
• Must be able to work within the hours of 8 AM to 5 PM EST Monday – Friday
• Provide an empathetic and positive approach in all communications
• Works closely with the communications team to create a positive customer-focused experience
• Complete all job training required to stay informed about new technology, policies, and procedures
• Attend meetings as assigned for the purpose of conveying and/or gathering information required to perform functions
• Other duties as assigned

Experience and Skills:

1. Must have the ability to work remotely (computer, high-speed internet, and phone)
2. Experience working in customer service preferred
3. Strong organizational skills, flexibility, attention to detail and the ability to handle multiple tasks in a busy environment
4. Knowledge of Microsoft Office and Google Suites of products
5. Bilingual English/Spanish preferred

DO YOU HAVE:

• a High School Diploma
• Excellent Customer service
• Outstanding written and verbal communication skills
• Ability to learn quickly
• Self-directed takes initiative in executing job duties
• Patience with working with scholars, families, and staff
• Ability to deescalate irate and/or frustrated callers or emails
• Good analytical and problem-solving skills

LOCATION: Remote, United States

Physical Demands: Prolonged periods of sitting at a desk or standing. Bending, sitting, lifting

WHO ARE WE?

At PLA, we share an unwavering belief and passion for educating and empowering scholars from under-served communities driven by our Core Values: children first, respect, determination, continuous improvement, and gratitude. Our approach to leading successful schools builds on over 20 years of experience running educational programs for children, the latest scientific research, and the best practices throughout the nation.

To create this kind of vibrant learning community, we hire only the best of the best educators & industry leaders and invest heavily in our faculty through ongoing professional development and support. We value people like you, people with a dedication to excellence and a passion for helping all our scholars develop the knowledge, skills, and character necessary to succeed while fueling their aspirations for the future.

Please read carefully:

Phalen Leadership Academies (PLA) is an equal opportunity employer. PLA does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status, or unfavorable discharge from military service.

By completing this application you understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for PLA to hire me. If hired, I understand that either PLA or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of PLA has the authority to make any assurance to the contrary.

You attest by applying to this position that you have given PLA true and complete information on this application. No requested information has been concealed. I authorize PLA to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal.

Skills

• CRM
• Flexible
• Customer Support
• Organization skills
• Multi-Tasking
• CUSTOMER SERVICE