Customer Experience Support Specialist

Job Title: Customer Experience Support Specialist 

Department: Customer Experience

Reports To: Holly Perez

Compensation Range: 

TRS Classification: Non-classified

Summary: 

The Customer Experience Support Specialist will handle a variety of CX and Events teams related administrative duties. This position supports our daily CX Team’s activities and assists in coordinating CX and Events policies, processes and relevant documents.

An ideal candidate for the customer experience assistant position has experience as an administrative professional. Familiarity with Epic and the customer experience field is also an advantage. For this role, they should be able to work autonomously and assist with many CX Department duties, including ticket requests, events, customer service and purchase order paperwork. Ultimately, they should be able to ensure our Customer ExperienceDepartment is organized and operates efficiently while also assisting the Events Department as needed.

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Actively participate in the success of Epic Charter School 
• Adhere to laws, policies, procedures and ethical standards of Epic Charter School ? Assist with day to day operations of the CX Team functions and duties
• Provide administrative support to the CX Department
• Assist with CX Team projects and take notes of team meetings
• Assist with employee requests regarding CX team related questions 

Supervisory Responsibilities: 

• No supervisory responsibilities

Education and/or Experience 

• Associate's Degree Preferred
• Proven experience as an Administrative Professional required
• Experience in customer experience and/or in an education setting is preferred.

Qualifications 

• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections 
• Excellent communication skills, both written and verbal. 
• Hands-on experience with Google Suites and have the ability to learn and navigate new software quickly required
• Willing and able to attend occasional Epic events as needed after hours and on weekends
• Familiarity with a remote and online working environment is also an advantage.
• Displays an ongoing commitment to learning and self-improvement 
• Diligently attends to details and pursues quality in accomplishing tasks Coordinates ideas and resources to achieve goals 
• Comfort with adapting to changing business needs, conditions, and work responsibilities 
• Have a cooperative, team-oriented approach to work; Ability to work in a team environment, receptive to constructive criticism and be able to give it in a positive manner
• Have the ability to manage assigned duties, working in a stressful, fast-paced environment 
• Be highly self-motivated and have the ability to work independently 
• Be able to handle stressful calls and callers 
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a high-volume and fast-paced environment 
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone 
• Passionate commitment to the mission of school choice 
• Ability to maintain professional confidentiality and comply with FERPA guidelines

Language Skills 

Ability to read, analyze, and interpret internal communications, financial reports, and legal documents. Ability to respond to common inquiries or complaints from families or members of the business community. Ability to communicate effectively with students, families and coworkers, both verbally and in writing. 

Mathematical Skills 

Basic math skills required 

Reasoning Ability 

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Computer Skills 

To perform this job successfully, an individual should have computer proficiency in Windows, Microsoft Office and Google Tools with the ability to manage multiple computer screens. Must have a high aptitude to learn new software as necessary for the business operations of the school. 

Certificates, Licenses, Registrations 

• Current driver's license and valid car insurance  

Other Qualifications 

• Must be able to pass a state-mandated background check after a conditional offer of employment is made 
• Must have favorable employment references 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel and reach with hands and arms. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

This position works in the Epic Administration office. The noise level is quiet to moderately loud (when students are present.)