Customer Service Specialist

JOB TITLE: Customer Service Specialist

DEPARTMENT: i3 Education

REPORTS TO: Customer Service Team Lead

JOB LOCATION: Canton, Ohio

SUMMARY OF POSITION:

The Customer Service Specialist position is a key team member of the Support Team within the Business Operations unit at PaySchools. This position reports to the Customer Service Team Lead.

The primary function of this position is to support customers (K12 school districts) of our various online payment software. This individual should have solid written and verbal soft skills, and be proficient on a computer, especially with the Microsoft Office suite. The individual should also have PaySchools solution knowledge as outlined below or equivalent industry knowledge.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Demonstrate an excellent quality of support to our customers (customer first approach).

• Embrace a positive team environment.

• Email and phone support of the below listed products to our customers.

• High availability for support contact to ensure timely and accurate response to all inquiries.

• Respond to inquiries for support requests from customers concerning on-line payments and POS

• Utilizes phone, email and remote connections to investigate customer issues.

• Apply Payment Refunds when warranted.

• Collect NSF or bad account ACH payments

• Diagnose underlying cause of customer issues or performance issues.

• Evaluate ongoing support issues, and look for ways to suggest preventative measures.

• Create and maintain documentation to assist in future problem resolution.

• Other as directed by the Support Team Lead or Support Manager.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• High school Diploma or GED required.
• Good written and verbal soft skills.
• Comfortable on a computer and experience with Microsoft Office.
• Friendly and courteous demeanor

Proficient in supporting the following i3 Education solutions:(or sufficient industry knowledge) (Training Provided)

• Online Payments: PaySchools Central, SchoolPay, Local Level

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.