Jobs for People with MS: National MS Society

This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6948906 Job Description

The Enrollment Resolution Specialist is a high-performing professional responsible for providing \"tier 4\" support for escalated customer service issues by researching, analyzing, and reconciling the concerns of families, team members, and school personnel. Reporting to the Enrollment Services Supervisor, this position ensures issues are resolved efficiently and in a timely manner. This requires the ability to thrive in a fast-paced environment and utilize data to drive decisions and identify trends.

This position is for an immediate hire within our contact center and is a work from home position.

Certificates and Licenses: None required.

ESSENTIAL FUNCTIONS

: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• Receives, investigates, and resolves escalations from customers, team members and school staff;

{=html} <!-- --> - Identifies trends of issues and escalate to upper management appropriately with potential solutions;

{=html} <!-- --> - Ensures the Knowledge Base/Salesforce contains correct and accurate data by assisting with submission of tickets and quality assurance testing of system;

{=html} <!-- --> - Practices continual autonomous decision-making based on knowledge and understanding of state regulations and school practices and policies;

{=html} <!-- --> - Facilitates independent actions to assure families, schools, and team members are aware of the outcome of the situation.

{=html} <!-- --> - Records all communication and contact data on a timely basis with accuracy including detailed notes;

{=html} <!-- --> - Keeps up-to-date with the policy and procedure changes of schools and the Enrollment Center;

{=html} <!-- --> - Serves as a representative of the Regional ESM (Enrollment Services Manager) to schools and within the Enrollment Center as well as other internal departments

Supervisory Responsibilities:

This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS

:

• Bachelor\'s degree AND

{=html} <!-- --> - Three (3) years of tele-sales or telephone-based customer service experience OR

{=html} <!-- --> - Equivalent combination of education and experience

Certificates and Licenses: None required.

SYSTEM REQUIREMENTS:

• Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible.

{=html} <!-- --> - Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.

{=html} <!-- --> - Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS:

• Able to prioritize, multitask, and use critical thinking skills to problem solve and research solutions

{=html} <!-- --> - Excellent written and oral communication skills

{=html} <!-- --> - Ability to work independently as well as part of a team

{=html} <!-- --> - Proficient in Salesforce and Total View Enrollment

{=html} <!-- --> - Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.

{=html} <!-- --> - Ability to maintain a professio al home office without distraction during our hours of operation

{=html} <!-- --> - Attend virtual training via web cam

{=html} <!-- --> - Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)

{=html} <!-- --> - Proficiency with Microsoft Office Outlook, Word, Excel; Web proficiency

{=html} <!-- --> - Ability to clear required background check

DESIRED QUALIFICATIONS

:

• K12 Enrollment Center experience

Compensation & Benefits: Stride, Inc. considers a person\'s education, experience, and qualifications, as well as the position\'s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee\'s salary level. Salaries will differ based on these factors, the position\'s level and expected contribution, and the employee\'s benefits elections. Offers will typically be in the bottom half of the range.

We anticipate the salary range to be 50,996.25 - 66,295.13 annually. Eligible employees may receive a bonus. This salary is not guaranteed, as an individual\'s comp