Lead, Customer Help

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you!

Step Up For Students empowers families to pursue and engage in the most appropriate learning options for their children.

Step Up For Students offers an excellent benefits package:

SUFS Total Rewards

Medical - HSA/FSA - Dental - Vision
Company Paid Disability - Life Insurance
401K Match - Tuition Reimbursement
Generous Time off Policy - Professional Development


JOB SUMMARY
The Lead, Customer Help will provide comprehensive support to all Step Up For Students customers, including parents, providers, and schools, while handling escalated issues and ensuring proper phone and email coverage. This role involves effectively utilizing various tools to identify customer needs, responding promptly to customer queries, and collaborating with internal departments to enhance customer services. The Lead will also take proactive steps to maintain positive customer experiences and ensure data integrity while upholding best practices for customer confidentiality. Additionally, the Lead will maintain adherence to state and federal compliance standards related to the scholarship programs. This position requires a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment. The Lead, Customer Help reports to the Manager or Assistant Manager, Customer Experience.
KEY RESPONSIBILITIES
◦ Retains and maintains knowledge of all scholarship programs through training, researching and staying up to date on all program changes and SUFS communications.
◦ Serves as the first point of contact for escalated issues, reviews customer escalations, determines appropriate resolution steps, and effectively communicates updates both externally and internally.
◦ Communicates ongoing feedback on processes, changes, and communications, while demonstrating Cognitive Emotional Management (CEM) skills and practical knowledge to enhance service quality.
◦ Reviews customer escalation and determines how to get to resolution, if appropriate.
◦ Identifies and reports any suspected fraudulent activities or red flags within customer inquiries, ensuring that each case is addressed appropriately with the relevant teams.
◦ Reviews customer escalation and determines how to get to a resolution, if appropriate.
◦ Partners with internal and external stakeholders to ensure a seamless line of communication, fostering strong relationships that contribute to efficient issue resolution.
◦ Reviews, researches, and responds to escalations from the Customer Help Inbox, ensuring timely and professional communication with internal and external partners.
◦ Maintains detailed records of escalations, actions taken, and outcomes, ensuring accurate documentation and reporting for future reference and analysis.
◦ The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbent may be required to perform other additional duties as assigned.

EDUCATION & EXPERIENCE
REQUIRED:
◦ Associate degree in business or related field and 3+ years of experience in customer service, financial services, or educational industry or equivalent work experience.
◦ Ability to type 40+ words per minute.
◦ Must be able to navigate multiple computer systems while interacting with clients.
PREFERRED:
◦ Prior leadership experience.
◦ Bilingual in Spanish or Creole.
KEY COMPETENCIES
◦ Proficient with online chat functions.
◦ Exhibits professional behavior.
◦ Ability to work well under pressure.
◦ Proven customer service, operations support and problem resolution skills.
◦ Ability to prioritize multiple tasks in a fast-paced environment.
◦ Courteous and empathetic with strong customer service orientation.
◦ Ability to take direction and follow through with assignments.
◦ Ability to communicate effectively, both verbally and in writing, with individuals inside and outside the Organization.
◦ Ability to work independently with strong sense of focus, task-oriented, nonjudgmental, and clear sense of boundaries.
◦ Ability to explain documentation requirements and overcome objections or obstacles on outstanding issues.
◦ Ability to think critically and make decisions using sound judgement, experience, and existing tools/resources, including applicable rules/regulations.
◦ Must be willing to work in a collaborative, fast-paced, structured team environment and can adapt quickly to change.
◦ Takes initiative to assist in creating team uniformity to help increase team efficiency, productivity and First Contact Resolution.
◦ Efficient in MS Word, Power