Remote Customer Operations Support | WV School Choice Program

Description

Please note that this is a contingent opportunity, we do not have a projected start date.

We are actively interviewing and building a pool of pre-qualified candidates so we can move quickly when a position becomes available. Hiring is contingent on an open, funded position and client authorization. Submitting an application and completing our interview process does not constitute an offer of employment, and we cannot guarantee a specific start date or that a position will become available.

Education Savings Accounts empower families to make school choices that are right for their children's educational needs. The HOPE Scholarship program in West Virginia offers qualifying K-12 students an opportunity to build an individual learning experience that works best for their child. HOPE Scholarships provide K-12 students financial assistance that can be used for private school tuition, homeschool curricula, and other qualifying educational expenses.

Mpathic is seeking Customer Success Representatives to provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center. The position is fully remote and will employ gold-standard omnichannel tools. Mpathic's superlative delivery begins with exceptional individuals and immerses them in cutting-edge tools for collaboration, CCaaS, CRM, and KB. We take as axiomatic that where employees flourish, they deliver strong outcomes. We believe that empathy and habits of excellence are crucial prerequisites for delivering customer delight.

In this fast paced and vital role, you will be working to support families', schools, and vendors in all areas of the WV Hope Scholarship. Agents are needed to not only provide exemplary customer support through phone and email response but also will be trained to review and process a variety of documents related to the Scholarship, such as student applications, student curriculum orders, and more..

Requirements

• AMD Ryzen 5, Intel Core i5, or Apple M1 (or newer, produced within the last five years) and second computer monitor.
• Minimum of 16GB RAM
• Internet speeds of at least 100 Mbps download, 20 Mbps upload, and 0% packet loss
• Successful completion of all necessary background checks.
• Experience with school choice or ESA programs preferred, but not required.
• Strong interpersonal skills, ability to work autonomously and on a team.
• Demonstrably effective soft skills, active listening skills, and ability to empathize with customer needs.
• Excellent verbal and written communication and customer service skills by actively listening to customers, understanding their needs, and addressing their inquiries or concerns effectively.
• College degree preferred, High School diploma or equivalent required.
• Outstanding interpersonal, time-management, and documentation skills.
• Professional work attitude and a willingness to learn and continuously improve.
• Answering Incoming Calls: Handle a high volume of inbound calls from customers, ensuring each call is answered promptly and professionally
• Experience working in Microsoft and Google systems.
• Dedicated workspace with minimal background noise during calls and online meetings.
• Aptitude for problem-solving based on established processes and procedures.
• Meticulous habits in logging interactions via established business processes and tools.
• Ability to learn and become facile with program guidelines and software tools.

Eligibility & Employment Requirements
Must be at least 18 years of age and reside in the United States. Must be able to provide proof of eligibility to legally work in the United States. Must be willing and able to clear all required background checks as a condition of employment.
Mpathic is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, citizenship status, or any other characteristic protected by law.