Customer Care Specialist

About Stellar Virtual

Stellar Virtual was founded in 2019 with one school in Texas. We serve parents of K-12 students, unhappy with their current school or need an at-home/flexible learning environment. Today, Stellar Virtual spans across three states currently, Arizona, Indiana, and Texas, with developing programs being introduced in new states over the next few years. Stellar Virtual is committed to going above and beyond for our virtual families. 

Our Mission

Empowering Families. Unleashing Potential. 

Our Core Values

At Stellar Virtual, we are guided by five core values. For us, these values are more than just something in an employee handbook that you’ll only hear about during orientation. These values are the pillars by which we operate all aspects of our organization. We talk about them often, and we expect that every one of our employees not only talks about our core values but also acts upon them.

So, it’s important to us that anyone who joins Stellar embraces our core values.

• Kids First, Always: We make student-centered decisions and always do what's best for our kids.
• Respect: We assume the best of others and treat others the way we want to be treated.
• Create, Communicate, Collaborate: We create together, communicate openly, and work as a team to deliver more than we ever could individually
• Make Your Motion Matter: We work deliberately, efficiently, and with a sense of purpose to achieve great results.
• Go the Extra Mile to Deliver a Stellar Customer Experience: We recognize that every interaction, no matter how small or unrelated it may seem, is an opportunity to build trust and goodwill with our customers.

Our Promise
Empowering families with the choice of a high-quality virtual school with dedicated staff focused on student outcomes and an exceptional customer experience, our programs will enable students to thrive and unleash their full potential. 

Position Details

Overview
The Customer Care Specialist (Level I) will play a vital role in providing exceptional customer service to our students, parents, and community members. In this role, the Customer Care Specialist I will be responsible for responding to customer inquiries promptly and accurately, escalating issues to the appropriate personnel, and resolving customer concerns professionally, promptly, and efficiently.

Essential Duties

• Actively respond to customer inquiries through the Stellar Virtual Customer Care platform.
• Monitor Customer Care communication platforms to ensure timely responses and resolution.
• Direct messages, questions, and concerns to pertinent personnel to ensure they are addressed promptly and effectively.
• Respond to families via email, phone, text, and live Zoom sessions regarding general questions.
• Field questions regarding major Stellar Virtual initiatives such as enrollment, attendance, curriculum, testing, and grades.
• Respond to customer inquiries in a timely, accurate, and professional manner.
• Maintain a comprehensive understanding of Stellar Virtual products, services, and policies.
• Collaborate with other team members to provide seamless customer service experiences.
• Contribute to the development and implementation of customer service improvement initiatives.

Knowledge, Skills & Attributes 

• At least 3 years in a customer service capacity, preferably in a school-based environment.
• Excellent written and verbal communication skills.
• Exceptional problem-solving and conflict resolution abilities.
• Proficient in Zoom, Microsoft Office Suite, and Google Suite.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Customer-centric mindset with a passion for delivering exceptional services.

Education & Certification Requirements

• A minimum of a high school diploma or equivalent (GED) is required. 
• A bachelor's degree in a relevant field is strongly preferred. Significant experience and proven ability in a customer care environment may substitute for a four-year degree.

Employment "At-Will"
For W-2 employment, Stellar Virtual is an at-will employer. This means the employee and Stellar Virtual can terminate the employment at any time, with or without cause or notice, as legally permitted. This job description does not guarantee continued employment or a contract. All 1099 status is excluded.

Equal Employment Opportunity (EEO)

Stellar Virtual is an equal opportunity employer committed to diversity and inclusion. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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