Customer Care Accommodations(Remote - EST/CST)

Our Customer is a mission-driven not-for-profit organization that connects students to college success and opportunity. Founded in 1900, they were created to expand access to higher education. Today, the membership association is made up of over 6,000 of the world’s leading educational institutions and is dedicated to promoting excellence and equity in education. Each year, our Customer helps more than seven million students prepare for a successful transition to college through programs and services in college readiness and college success—including the SAT, the Advanced Placement Program, and BigFuture. The organization also serves the education community through research and advocacy on behalf of students, educators, and schools.

We are seeking a Customer Care Assistant Director on a contract basis for their Services for Students with Disabilities (SSD) program. You will apply your superior case management skills and proactive outreach in support of a mission-critical operational function. You will be responsible for managing escalated cases, email responses, and certain SSD-specific procedures. You will ensure that these cases are resolved within the specified guidelines and policies of the SSD Program. You understand the importance of asking probing questions to pinpoint a customer's needs and guide customers to the policies and resources needed to resolve their questions and challenges. This role is 100% remote in EST/CST

Responsibilities:

Customer Service (50%)

• Develop expertise in SSD policies and processes that impact students, parents, and educators.
• Communicate complex program policies effectively through email responses and written case updates.
• Manage escalated cases, ensuring resolution within established timelines and policies.
• Apply strong decision-making and judgment to address complex requests and de-escalate difficult customer interactions.
• Handle high-volume caseloads with accuracy and efficiency.
• Learn and utilize multiple customer service and operational system applications.
• Conduct root cause analysis on escalations to prevent recurrence.
• Provide support across other areas of the organization when needed to meet shared goals.

Operational Processes & Process Improvement (35%)

• Manage SSD pre-administration processes to ensure compliance with service level agreements.
• Provide updates on customer inquiries and trends within escalation categories.
• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms.
• Collaborate with colleagues in SSD Customer Care, program teams, and product owners to identify issues and implement process improvements.
• Support continuous improvement efforts through quality checkpoints, voice-of-the-customer initiatives, and post-administration processes.

Special Projects (15%)

• Lead or support projects related to digital transformation and organizational process changes.

Skills and Responsibilities:

• 3–5 years of experience leading and resolving complex customer issues.
• 3–5 years of experience delivering high-quality support while managing cases within service level agreements.
• Strong organizational and prioritization skills with the ability to manage multiple projects simultaneously.
• Familiarity with accommodations and/or disabilities (preferred).
• Strong problem-solving skills with the ability to use data to inform decisions and actions.
• Proven ability to build and manage customer relationships as well as cross-functional relationships.
• Ability to collaborate and provide guidance to teammates on complex cases.
• Adaptability in navigating evolving processes and environments.
• Proficiency in Microsoft Office tools, including Word, Excel, and PowerPoint.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.