Customer Support Specialist, Washington

Customer Support Specialist
Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions.
Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students.
We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential.
We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction.
What You Will Do
Handle inbound and outbound customer interactions in a courteous, timely, and professional manner
Listen to customers, understand their needs, and resolve issues
Follow all required scripts, policies, and procedures
Comply with requirements surrounding confidential information and personal information
Utilize knowledge base and training to accurately answer customer questions
Research systems to find information to assist the customer
Accurately document and process customer issue and resolution in appropriate systems
Coordinate with other departments to resolve issues as applicable
Escalate or redirect technical issues beyond experience level to the appropriate team or team member
Escalate customer issues to management for resolution as needed
Ensure first call resolution through problem solving and effective call handling
Meet or exceed all metrics and performance measurements
Participate in ongoing proprietary product training and certification programs
Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
Adhere to all attendance and work schedule requirements
Who You Are
2+ years of experience in customer service, technical support, chat, or administrative support in a contact center environment
High School Diploma or GED required
Associate degree preferred, or equivalent combination of education and work experience
Excellent verbal and written communication skills required
Proficient computer skills including proficiency in Microsoft Office (Outlook and MS Word) required
Experience with Salesforce, a plus
Exhibit a passion for exceptional customer service
Demonstrate professionalism and a positive attitude
Show strong initiative and ability to self-manage
Demonstrate effective written and oral communication skills
Show ability to work under pressure, manage multiple priorities and meet deadlines in a fast-paced environment
Demonstrate excellent problem solving, analytical skills and strong attention to detail
Demonstrate exceptional soft skills, showing the ability to fill voids and gaps in conversation with appropriate small talk
Assimilate and apply new job-related information in a timely manner
Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks
Embrace working in a collaborative team environment, but can manage themselves independently
Willingness to work extended hours as needed
Pay range for this role: $35,000 - $39,000 USD
At Edmentum, we are committed to pay transparency.
The salary range provided reflects market research, the responsibilities of the role, and alignment with our compensation principles.
Actual compensation will be determined based on multiple factors, including, but not limited to, relevant experience and skill sets.
All compensation decisions are individualized and based on the specific circumstances of each candidate.
We also offer a comprehensive benefits package to support your overall well-being and work-life balance.
This includes medical, dental, and vision insurance with various plan options, a 401(k) retirement plan with company matching, and a flexible Time Away Program along with 10 paid holidays, 2 floating holidays, 1 wellness day, and a winter office closure at the end of December.
Additionally, we provide resources to promote wellness, ensuring you have the support you need both professionally and personally.
Our goal is to provide a benefits package that helps you thrive in all aspects of life.
Edmentum is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ancestry, sex, age, disability, status as a disabled, recently separated, Armed Forces service medal or other protected veteran ("covered veteran"), marital status, status regarding public assistance, sexual orientation or any other characteristic protected by applicable federal, state or local laws.
We are dedicated to meeting the needs of individuals with disabilities and to creating an environment that supports our employees' physical and mental health.
If you are a qualified individual with a disability or a covered veteran and need a reasonable accommodation to complete any part of the application process, please contact ******.