Customer Service Supervisor

Title: Customer Service Supervisor – JR101762_47099288305_9-7698

Location: KS-Topeka

Job Description

Job Description
The Service & Support Reclamations Supervisor is responsible for all the reverse logistic functions for course materials and company issued computer materials. Reporting to the Senior Manager of Customer Support, this position serves as the primary point of contact for the daily coordination and management of logistics associated with all return processes, as well as day to day Supervisory responsibilities of the Reclamations Team, which include ensuring key performance metrics for their team are met; prioritization of activities to complete; and being accountable to report the daily metrics and activities to the leadership team for the Customer Support department. This person is also responsible for ensuring that their team is aware of communications from the leadership teams; that they are following all policies/procedures and identifying opportunities where processes may need review to maximize efficiencies for support workflows. The Supervisor also works hand in hand with the Training team to onboard and provide coaching to all Reclamations Analysts.
Required Certificates and Licenses: None Required.

Residency Requirements: Remote Worker, U.S. residents of the 50 states, and D.C.

Job Description:

The Service & Support Reclamations Supervisor is responsible for all the reverse logistic functions for course materials and company issued computer materials. Reporting to the Senior Manager of Customer Support, this position serves as the primary point of contact for the daily coordination and management of logistics associated with all return processes, as well as day to day Supervisory responsibilities of the Reclamations Team, which include ensuring key performance metrics for their team are met; prioritization of activities to complete; and being accountable to report the daily metrics and activities to the leadership team for the Customer Support department. This person is also responsible for ensuring that their team is aware of communications from the leadership teams; that they are following all policies/procedures and identifying opportunities where processes may need review to maximize efficiencies for support workflows. The Supervisor also works hand in hand with the Training team to onboard and provide coaching to all Reclamations Analysts.

Over 20 years ago, Stride was founded to provide personalized learning – powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed – however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

Stride is a community of passionate leaders. Whether teachers, engineers, curriculum writers, or financial managers – whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions. Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.

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

• Identifies and documents work procedures, prioritize workflow and staffing resources, and communicate those strategies effectively to the team, senior management & multiple business units.
• Manages & reports on daily SFDC case load while looking for ways to improve SFDC and other key system Processes.
• Evaluates daily priorities and procedures while implementing new & existing return campaigns that target specific workflows.
• Develops new tools and resources to improve work efficiency, confirms all system processes are working appropriately and updates as needed.
• Performs replacement analysis making recommendations to both positively impact K12 and our agents.
• Manages third party mailing house vendor.
• Develops and manages agents’ success measurements and evaluates workflow metrics to conform to policies and procedures.
• Coordinates and manages computer return pilot programs as requested.
• Manages purchase orders and purchase requisitions for peripherals; manages peripheral inventory.
• Provides daily and weekly reports to senior management.
• Identifies forecasts, trends, obstacles, and opportunities that affect material and hardware reclamations.
• Constantly analyzing staffing, team dynamics for areas of improvement as well as business improvements suggested to decrease costs and raise collection efforts.

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree or
• Three (3) year of experience in operations, enrollment, reclamations, or other relevant work OR
• Equivalent combination of education and experience
• Ability to clear required background check.

DESIRED QUALIFICATIONS:

• Management experience: coaching and motivating remote workforce, caseload management.
• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.
• Ability to maintain a professional home office without distraction during our hours of operation.
• Attend virtual training via web cam.
• Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)
• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency, Salesforce.
• Ability to solve problems independently, quickly, thoroughly and to communicate resolutions.

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 the salary range to be $46,269.75 – 74,031.60annually. Eligible employees may receive a bonus. This salary is not guaranteed, 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. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

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 is a remote, work-from-home (WFH), position and open to residents of the U.S. 50 states and D.C.

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.

Job Type
Regular

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.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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