Job Description

Customer Service focuses on programs to ensure positive experiences including: driving customer success outcomes to increase retention and expand revenue; working to ensure higher adoption and customer satisfaction; defining key operational metrics and establishes systems for tracking metrics that define service level expectations. High School diploma or GED, 0-1 year of related experience

The Reclamation Analyst serves as the primary point of contact for the daily coordination of logistics associated with student computer hardware reclamation processes. The Reclamation Analyst is part of the Customer Support Operation team in the Enrollment Center, a diverse and fast-paced environment that serves our customers throughout their journey with K12. This role assists in retrieving K12 Loaner technology for the purposes of refurbishment.

The Reclamations Analyst will utilize technical skills in K12 systems and work collaboratively with other critical teams at K12. Business hours for the team are from 8:00AM -8:00PM Monday- Friday.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Process all hardware reclamation label requests using the Customer Relationship Management (CRM) system and direct emails

• Process assigned service requests using the CRM for status updates, fulfillment requests and tracking information

• Provide daily reclamation and cancellation files to vendor; updates master files

• Work with schools and teachers directly to reclaim computers;

• Process live inbound calls from auto dialer batch

• Make live outbound calls to recover hardware

• Handle vendor canceled recoveries

• Manage reclamation email inbox for all types of requests and escalations from schools, teachers, and families

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:

• High School diploma AND

• One (1) year of experience in operations, administration or other relevant work OR

• Equivalent combination of education and experience

Certificates and Licenses None required.

System Requirements:  

• Our work-from-home members are asked to have and maintain a High-speed internet connection. At a minimum of 25Mbps download speed and 5Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless, or dial-up services are not compatible. 

• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.

• An ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS:

• Ability to communicate with customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc.

• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage. 

• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.

• Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)

• Strong verbal and written communication skills

• Consultative approach to customer service

• Strong problem solving and analytical skills with a solutions-oriented approach

• Ability to work independently and within a team-oriented environment

• Resilient and contributes to fostering positive team morale

• Ability to prioritize effectively and manage competing priorities to deliver and drive results

• High level of quality and accountability for work product

• Ability to maintain a professional home office without distraction during our hours of operation

• Attend virtual training via webcam

• Ability to travel 10% of the time (minimal if any e.g. team building event)

• Ability to clear the required background check

DESIRED QUALIFICATIONS:

• Salesforce Experience

• Prior Stride/K12 Enrollment Center Experience

• Previous customer service or sales experience with a proven record of achievement

• Previous experience in a call-center environment

• Experience with Stride/K12 Systems such as Totalview Suite, SAMS, Calabrio, etc.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is virtual and open to residents of the 50 states, D.C.

COMPENSATION & BENEFITS: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections. Offers will typically be in the bottom half of the range.

We anticipate this position will pay between $ 15.52 and $16.50 per hour. This is a temporary/contractor role and you will be an employee of Workspend. The upper end of this range is not likely to be offered, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

Job Type

EOR Contractor_CW (Fixed Term)

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. A pplicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.