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Customer Experience Specialist (contract)

Flocabulary

New York, NY

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Job Description

HireArt is seeking a talented Customer Experience Specialist to work onsite at Flocabulary on a contract basis.

Flocabulary is a rapidly-growing edtech company with traction in more than 60,000 K-12 schools. We have proven our model and bootstrapped our way to significant revenue, and we’ve never lost sight of our mission to transform teaching and learning in K-12 schools by building a fun and engaging learning platform that inspires students of all backgrounds. To help fuel our growth, Flocabulary is seeking a Customer Experience Specialist to ensure that our customers have an outstanding experience using Flocabulary.

Who You Are

You’re somebody with:

  • Great empathy for the challenges K-12 teachers face in their daily work.
  • A creative and organized approach to your work. You can follow a process well but also know when it’s appropriate to propose changes.
  • Excellent customer support skills - including the ability to be empathetic, clear and concise, responsive, resourceful, conscientious and polite.
  • Excellent organizational, written and oral communication skills.
  • The ability to evaluate, troubleshoot and resolve customer issues.
  • A categorical mind. You love organizing heaps of information into clear categories and will naturally pick out trends while you do it.
  • The ability to communicate effectively between sales, customer success, customer experience and IT.
  • Strong technical skills and an impeccable attention to detail.
  • A love of solving problems, learning new things and making customers happy.

Core Responsibilities

  • Help schools and districts use Flocabulary, including:
    • Responding quickly and effectively to customer support tickets via email, phone, and any other customer experience technology we employ
    • Resolving customer issues promptly, professionally, and compassionately
    • Escalating issues when appropriate and monitoring resolution
    • Logging and maintaining information across systems
  • Utilize, maintain and manage internal case management software
  • Maintain and contribute to FAQ’s and other support documentation
  • Serve effectively as customer facing point of contact to ensure that the Flocab customer experience is of the highest possible quality
Requirements
  • Experience in customer support or account management
  • Experience in a customer facing role
  • Great instincts for what to try in order to resolve technical issues
  • Strong organizational and interpersonal skills
  • Excellent written and verbal communication
  • A solid conceptual understanding of how a web application works
  • A four year degree

Commitment: This is a contract role, expected to last 3mo., with opportunity for extension, or conversion to FT employee.

Company Description

Flocabulary is a learning program for all grades that uses educational hip-hop music to engage students and increase achievement across the curriculum. Teachers at 20,000 schools use Flocabulary’s standards-based videos, instructional activities and student creativity tools to supplement instruction and develop core literacy skills.