Experienced Customer Service Representative for Online Student Support – Evening and Weekend Shifts Available at blithequark

Introduction to blithequark

At blithequark, we pride ourselves on supporting a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. As a leading institution in online education, we offer more than 100 online degree and certificate programs, catering to students pursuing a bachelor’s, master’s, doctoral, or certificate. With over 174,000 graduates and accreditation by the Higher Learning Commission, we are committed to providing high-quality education and exceptional student support.

Job Overview

We are seeking an experienced Customer Service Representative to join our team, providing outstanding support to online students via phone, email, and live chat during evening and weekend shifts. As a key member of our customer care team, you will work closely with colleagues to resolve student inquiries, troubleshoot technical issues, and ensure a seamless online learning experience. If you are passionate about education, possess excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity at blithequark.

Key Responsibilities

• Provide concierge-level customer service to students via phone, email, and live chat, addressing their technical, financial, and academic concerns
• Troubleshoot student technical issues and coordinate solutions across service and business units, escalating complex issues to Tier 2 teams and supervisors as needed
• Contribute to the development of customer service best practices and improve service levels, with some project management duties to enhance service delivery each term
• Ensure smooth daily service operations, adhering to organizational policies and procedures regarding security, confidentiality, and the handling of Personally Identifiable Information (PII)
• Collaborate with colleagues to execute tactical approaches to improve service levels across the organization, ensuring a positive student experience
• Perform other duties as assigned, complying with all policies and standards

Essential Qualifications

• Bachelor’s degree preferred
• 1+ year of experience working in a service-oriented environment, technical support, or related field
• Experience in collecting and handling financially sensitive information in the strictest confidence
• Familiarity with online learning technology is a plus
• Strong commitment to education, with the ability to multi-task and work across multiple systems and screens
• Excellent verbal and written communication skills, with strong knowledge of Microsoft Office Suite and technical support skills
• Ability to successfully resolve student issues from request through resolution, de-escalate upset students, and work effectively with multiple databases and student platforms

Preferred Qualifications

• Experience working in a higher education setting or with online learning platforms
• Knowledge of FERPA regulations and student financial information handling procedures
• Strong analytical and problem-solving skills, with the ability to adapt to new and rapidly changing situations
• Creative, innovative, and able to work independently and in a team environment
• Skilled at connecting and building rapport with students from diverse backgrounds

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to training and development opportunities, enabling you to enhance your skills and knowledge in customer service, technical support, and online education. Our collaborative and innovative work environment encourages creativity, flexibility, and adaptability, providing a platform for you to thrive and advance in your career.

Work Environment and Company Culture

blithequark offers a dynamic and supportive work environment, with a culture that values collaboration, creativity, and innovation. Depending on your location, this role may be hybrid or remote, providing flexibility and work-life balance. Our team is passionate about education and dedicated to making a positive impact on the lives of our students. We believe in fostering a culture of inclusivity, diversity, and respect, where every employee feels valued and empowered to contribute their best work.

Compensation, Perks, and Benefits

The expected salary range for this position is between $16.65 and $27.36, with actual pay adjusted based on job-related factors permitted by law. blithequark offers a comprehensive suite of benefits, including:

• Health, dental, vision, life, and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each calendar year
• 12 Paid Holidays + 2 floating holidays

For more information about our benefits, please visit our website.

Equal Opportunity Employer

blithequark is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, including minority, female, disability, veteran, gender identity, and sexual orientation.

Conclusion

If you are a motivated and customer-focused individual with a passion for education, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Representative, you will play a vital role in supporting our online students, ensuring a positive and successful learning experience. Join our team and be part of a dynamic and innovative organization that is shaping the future of online education. Apply now and take the first step towards a rewarding and challenging career at blithequark.