Customer Service Contractor

Department / Area: Operations / Customer Service
Reports To: Supervisor of Communications
Position Classification/ Type: Contract, 1099 (Hourly/Exempt)
Location: Remote - Texas Virtual Schools (Texas Only)

About Us

Stellar Virtual is a dynamic and rapidly growing Texas-based virtual company in an emerging space of innovation in education. Our mission is empowering families and unleashing potential. We serve parents of K-12 students who are unhappy with their current school or need an at-home/flexible learning environment. We offer tailored teaching we call uBu! that enhances the strengths of each unique student. Our School of One approach ensures that we are responsive and build relationships so that our students and families receive the time and attention they need. We believe in Education with Destination and provide each child with foundational skills for future planning.
Our Promise: A high-quality virtual school empowering families with dedicated staff focused on student outcomes and an exceptional customer experience, our program will enable students to thrive and unleash their full potential.

Core Focus
Empower families. Unleash potential.Stellar Virtual seeks to change education forever through innovation and technology, offering guidance and support to each student on their unique path.

Core Culture & Values

• Kids First, Always!
  • Our actions, decisions, and behaviors are always grounded by what is best for kids.
• Respect
  • Assume positive intent with our students, families, and colleagues.
• Create, Collaborate, and Communicate
  • Demonstrate the skills we want our students to learn.
• Make Your Motion Matter
  • Prioritize, focus, and support company goals.
• Go the Extra Mile
  • Customer Service is everyone’s job.
  
  

Technology Aspect
To establish a clear duty of care, Stellar Virtual and its affiliates require all employees to cover the costs associated with acquiring and providing the equipment (i.e., computers, internet service, telephone, home office setup, etc.) associated with virtual employment.

Position Overview

As a Customer Service Contractor, this position plays a vital role in providing exceptional Customer Service to our students, parents, and community members. In this role, the Customer Service Contractor will be responsible for responding to customer inquiries promptly and accurately, escalating issues to the appropriate personnel, and resolving customer concerns promptly and efficiently.

Essential Duties and Responsibilities

• 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, and text regarding general questions, directing them to Let's Talk.
• 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 and Skills

• Excellent written and verbal communication skills
• Exceptional problem-solving and conflict resolution abilities
• Proficient in 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 service

Education and Experience

• Bachelor's degree in Business Administration, Communications, or Education is required.
• At least two years of experience working in a remote Customer Service environment.

At Stellar Virtual, we embrace diversity and foster an inclusive and supportive work environment. We welcome applicants from all backgrounds and experiences. Stellar Virtual is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Notice: Employment with Stellar Virtual will be on an at-will basis. As such, this position description is not a contract or guarantee of employment for a definite amount of time.