Answer inbound calls from both internal and external customers
Serve as a liaison between the department and those customers being served
Assist customers, while troubleshooting minor technology or system issues and escalate unresolved issues within established timelines
Utilize the Help Desk Ticket process to respond to and resolve inquiries submitted by internal and external customers
Respond to inquiries and provide assistance to customer requests
Properly document requests and provide responses in compliance with internal policies and state and federal law and escalated concerns or issues
Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others
Perform related duties as assigned. (These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.)

High School Diploma
Associate’s Degree, preferred
One year customer service or administrative/clerical experience; or an equivalent combination of education and experience
Experience in a professional office or school environment
Strong attention to detail
Ability to ensure confidentiality with regard to sensitive information
High level understanding of the principles and practices of customer service
Ability to review and analyze processes and recommend improvements
Ability to efficiently coordinate multiple projects and meet required deadlines
Strong verbal and written communication skills, specifically phone and email
Bilingual with the ability to speak, read, and write in Spanish and English, preferred
Experience with Microsoft Office Suite
Computer systems and their application and an understanding of the concepts involved in data processing
Laws, regulations, rules and policies governing a school, school district, The Florida Education Code, and the ability to apply them with good judgment in a variety of situations

Customer Care Representative

Key skills