Customer Care Representative - FlexPoint

PLEASE NOTE: Your application will expire one year from the time of submission. Please feel free to apply to any other positions for which you may qualify.

Our team members enjoy competitive salaries, a well-rounded benefits package, generous paid time off (including 25 holidays, vacation, and sick leave), and an array of professional development opportunities.  We’re always looking to add to our team of more than 3,000 dedicated professionals who are leading online education worldwide with transformative digital solutions – personalized to every student.  

Job Posting End Date:

Deadline to apply is 11:59 PM on

02-27-2025

Job Title:

Customer Care Representative - FlexPoint

Contract Type:

Employee

Annual Salary:

$31,200.00 - $58,344.00

(Support staff salary will be based on internal equity and experience)

Location:

FL - HOME OFFICE

Job Description Summary:

Our Mission is to equip students for success by developing and delivering highly effective digital learning through an intuitive online platform.

FLVS does not discriminate in admission or access to, or treatment or employment in its programs and activities on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information or any other reason prohibited by law.

The Position:

Position General Summary:

Under general supervision, the Customer Care Representative is the first line of support for external and internal customer service including but not limited to inbound/outbound calls, responding to emails and helpdesk tickets. The Customer Care Representative monitors the email calendars and inboxes, distributing action items to team members while providing timely responses to internal and external customers. The Customer Care Representative may assist in reporting data, and ensures the accuracy, efficiency, and timeliness of data and reports. This position is responsible for performing specialized clerical, and technical tasks with minimal supervision and instruction, with a high degree of customer service.

Essential Position Functions:

• Answer inbound calls from both internal and external customers

• Serve as a liaison between the department and those customers being served

• Assist customers, while troubleshooting minor technology or system issues and escalate unresolved issues within established timelines

• Utilize the Help Desk Ticket process to respond to and resolve inquiries submitted by internal and external customers

• Respond to inquiries and provide assistance to customer requests

• Properly document requests and provide responses in compliance with internal policies and state and federal law and escalating concerns or issues

• Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others

• Perform related duties as assigned.

 (These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.)

Minimum Requirements:

Education/Licensure/Certification:

• High School Diploma

• Associate’s Degree, preferred

Experience:

• One year customer service or administrative/clerical experience; or an equivalent combination of education and experience

• Experience in a professional office or school environment

Knowledge, Skills, and Abilities (KSA's):

• Strong attention to detail

• Ability to ensure confidentiality with regard to sensitive information

• High level understanding of the principles and practices of customer service

• Ability to review and analyze processes and recommend improvements

• Ability to efficiently coordinate multiple projects and meet required deadlines

• Strong verbal and written communication skills, specifically phone and email

• Bilingual with the ability to speak, read, and write in Spanish and English, preferred

• Ability to establish and maintain effective working relationships; providing a high level of customer service to both internal and external customers

• Experience with Microsoft