• Senior Support Specialist - Frontline Central

    Job Locations US-PA-Malvern
    Job ID
    2018-1547
    # of Openings
    1
    Category
    Client Services
    Experience Level
    Senior
  • Overview

    Frontline Education provides cloud-based solutions for the K-12 education industry, primarily focusing on human capital management and back-office administrative solutions.  As a leading provider of SaaS EdTech solutions, we serve more than 12,000 educational organizations representing over 80,000 schools and 5 million educators across the United States and Canada.  In 2015, we were recognized by INC. Magazine as one of the fastest growing private companies in North America.  Our unprecedented growth has created new opportunities on our Client Success team. 

    Responsibilities

    Critical Performance Objectives, Year 1:

    • Be a Frontline ‘Culture Carrier’
    • Create phenomenal client experiences by expertly addressing questions via chat, phone and email, providing answers that are quick and easy to understand
    • Proactively contact clients to ensure customer satisfaction and create a relationship of trust
    • Have the discernment to know when to pass customer on to Team Leader or Manager
    • Understand and respect the data privacy of our clients and customers
    • Contribute to and help maintain 98% retention rates within your solution
    • Increase client satisfaction as evidenced by NPS and other client services metrics

     

    Essential Job Functions:

    • Document all customer interactions clearly and in detail into help desk system
    • Take ownership of customer issues and see problems through to resolution
    • You have proficiency in handling a large volume of customer inquiries efficiently with a high level of customer satisfaction, as measured by case closure and customer satisfaction rates in the help desk system
    • Ability to communicate with professionalism
    • Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams
    • Become a culture carrier by embodying the company's values both internally and externally
    • Ability to work in a fast-paced environment
    • Provide prompt and accurate feedback to customers
    • Become an expert in operating internal tools in order to help resolve customer inquiries
    • Ability to take an analytical approach to navigating, investigating, and troubleshooting customer issues

    Qualifications

    Requirements:

     

    • You have earned a Bachelor’s Degree
    • You have 4 - 8 years of experience in training or service related experience desired, ideally during a company’s growth mode
    • Organizational skills are in your top strengths
    • Must process information quickly, and possess excellent problem-solving skills
    • Must perform quality work in a high-pressure environment, with keen attention to detail and deadlines
    • Ability to interface with individuals at all levels within an organization in a professional manner, and strive to maintain constructive working relationships.
    • Ability to effectively prioritize and execute tasks
    • Good working knowledge of Microsoft Office software suite, and an aptitude to learn new software packages

    Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and unlimited PTO! Our company growth has created a promising environment for career advancement and rewarding challenges.

     

    Are you ready to make a true impact by joining a world class team that directly influences the education industry?  Then let’s talk! Visit www.frontlineeducation.com

     

    Frontline Education is proud to be an Equal Opportunity Employer M/F/Disabled/Veteran/LGBT

     

    Frontline Education Vision:

    Partnering with the education community to prepare students with the skills for tomorrow and a lifetime of learning

    Frontline Education Mission:

    Serving members of the education community with integrated solutions, insights and caring people to support them in their pursuit of excellence

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