FreshRemote.Work

Customer Service Manager

US - VA - Remote

Job Description

The Operations Manager, Service and Support oversees two or more teams and their respective supervisors/leads who are responsible for providing services to facilitate or maintain enrollment; support end users and positively impact retention; and manage projects within the Service and Support organization. This role ensures business service level agreements are achieved and superior customer service is provided to both internal and external clients. This role is also responsible for meeting budget goals, forecasting for staff needed for each enrollment season, managing vendor performance as well as implementing strategic projects to enhance the experience of the enrollment or retention process. This role is also responsible for monitoring and maintaining service level agreements, quality of service, performance of service and support teams and translating customer feedback into actionable improvements to drive satisfaction across all support channels. Reporting to the Director, Service and Support this role develops and implements departmental goals, and collaborates with Operation Managers, IT (Information Technologies), Executives and the School Managers to build strong relationship and meet/exceed Enrollment and Retention goals.

Over 20 years ago, Stride was founded to provide personalized learning — powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed — however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

Stride is a community of passionate leaders.  Whether teachers, engineers, curriculum writers, or financial managers — whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions.  Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.

The Operations Manager, Service and Support oversees two or more teams and their respective supervisors/leads who are responsible for providing services to facilitate or maintain enrollment; support end users and positively impact retention; and manage projects within the Service and Support organization. This role ensures business service level agreements are achieved and superior customer service is provided to both internal and external clients. This role is also responsible for meeting budget goals, forecasting for staff needed for each enrollment season, managing vendor performance as well as implementing strategic projects to enhance the experience of the enrollment or retention process. This role is also responsible for monitoring and maintaining service level agreements, quality of service, performance of service and support teams and translating customer feedback into actionable improvements to drive satisfaction across all support channels. Reporting to the Director, Service and Support this role develops and implements departmental goals, and collaborates with Operation Managers, IT (Information Technologies), Executives and the School Managers to build strong relationship and meet/exceed Enrollment and Retention goals.

 

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

  • Maintains knowledge of K12 products and understands the enrollment processes related to supported schools in order to serve as a subject matter expert managing changes and updating key information for teams;
  • Understands, analyzes and writes data, processes and requirements in order to address performance gaps. Assists the call center in implementing enhanced processes, procedures and training based on deep back-end system knowledge.
  • Reports pertinent metrics to the appropriate partnering teams to advise on customer trends in requests for support, disruptions in service of platforms or applications
  • Oversee the overall performance of designated service and support teams
  • Acts as the point of contact for escalations and takes ownership of ensuring issues are seen through to resolution
  • Determines areas of opportunity for improvements to the experience of engagement with service and support teams
  • Collaborates with internal and external teams to understand enhancements to systems, platforms or applications that impact the customer experience to support the needs of all end-users
  • Lead and motivate service and support teams to meet and/or exceed key performance metrics and service level agreements
  • Champions and coaches on the engagement with service and support teams to ensure all are trained to follow established processes; and to address situations where processes and procedures are not being followed or need adjustment.
  • Works closely with multiple support and operations organizations to collaborate, make recommendations, and implement strategies / projects to improve all customer’s experience
  • Continually enhances skills and shares knowledge gained with Supervisors and ensures communications are shared with agents;
  • Collaborates with business operations to forecast, implement and track against departmental goals;
  • Participates in the development of business plans and ensures the department meets/exceeds budget;

Supervisory Responsibilities: Directly supervises 8 or more Full-time Equivalent (FTE) regular employees and/or contractors.  Carries out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED QUALIFICATIONS:   

    • Bachelor’s degree AND
    • Five (5) years of management experience working in a high volume, hands-on call center OR
    • 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. 
  •  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.
  •  Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIOS: 

  • Ability to communicate with customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc.
  • Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage. 
  • Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.
  • Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)
  • Strong verbal and written communication skills
    • Consultative approach to customer service
    • Strong problem solving and analytical skills with a solutions-oriented approach
    • Ability to work independently and within a team-oriented environment
    • Resilient and contributes to fostering positive team morale
    • Ability to prioritize effectively and manage competing priorities to deliver and drive results
    • High level of quality and accountability for work product
    • Ability to maintain a professional home office without distraction during our hours of operation
    • Attend virtual training via webcam
    • Ability to travel 10% of the time (minimal if any e.g. team building event)
    • Ability to clear required background check

    DESIRED QUALIFICATIONS:  

    • Salesforce Experience
    • Prior Stride/K12 Enrollment Center Experience
    • Pervious customer service or sales experience with proven record of achievement
    • Previous experience in a call-center environment
    • Experience with Stride/K12 Systems such as TotalView Suite, SAMS, Calabrio, etc.

     

    WORK EVVIRONMENT:  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 is a remote position and open to residents of the 50 states, D.C.

    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 $88,740.  Eligible employees may receive a bonus.  This salary is not guaranteed, as an individual’s compensation can vary based on several factors.  These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. 

    The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

    Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

    Job Type

    Regular

    The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

    Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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    Job Profile

    Regions

    North America

    Countries

    United States

    Benefits/Perks

    Health benefits Paid Time Off Retirement contributions

    Skills

    C Communication Customer service Forecasting Microsoft Office Operations Management Performance Metrics Project Management Quality Management Strategic planning Technology Vendor Management Web proficiency Writing

    Tasks
    • Ensure business service level agreements are met
    • Forecast staff needs
    • Implement strategic projects for enrollment and retention
    • Manage service and support teams
    • Monitor and maintain service level agreements
    • Translate customer feedback into actionable improvements
    Experience

    5 years

    Education

    Communications Technology

    Timezones

    America/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9