Customer Operations Support

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🔥 11 minutes ago

⚔️ Virginia, West Virginia – Remote

⚔️ Virginia – Remote ⛰️ West Virginia – Remote

💵 $19 - $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Mpathic

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🏛️ Government

📡 Telecommunications

B2B • Government • Telecommunications

Mpathic is a contact center company that integrates empathy with technology to assist premium companies and public sector stakeholders in modernizing their customer service operations. With a focus on customer reliability and empathetic communication, Mpathic helps build brand loyalty and credibility through advanced contact center technology. Established in 2020, Mpathic emerged from Virtual Service Operations during the pandemic, offering comprehensive Contact Center as a Service (CCaaS) solutions, including omnichannel stand-alone contact centers and customer support staff augmentation. The company employs a U. S. -based workforce across 42 states, known for achieving high First Call Resolution rates and a strong commitment to client values and principles.

📋 Description

• Provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center. • Support families', schools, and vendors in all areas of the WV Hope Scholarship. • Provide exemplary customer support through phone and email response. • Train to review and process a variety of documents related to the Scholarship, such as student applications, student curriculum orders, and more.

🎯 Requirements

• Experience with school choice or ESA programs preferred, but not required. • Strong interpersonal skills, ability to work autonomously and on a team. • Demonstrably effective soft skills, active listening skills, and ability to empathize with customer needs. • Excellent verbal and written communication and customer service skills by actively listening to customers, understanding their needs, and addressing their inquiries or concerns effectively. • College degree preferred, High School diploma or equivalent required. • Outstanding interpersonal, time-management, and documentation skills. • Professional work attitude and a willingness to learn and continuously improve. • Experience working in Microsoft and Google systems. • Dedicated workspace with minimal background noise during calls and online meetings. • Consistent Wi-Fi and a fast, ethernet cord, reliable desktop or laptop with high-quality camera. • Successful completion of all necessary background checks. • Aptitude for problem-solving based on established processes and procedures. • Meticulous habits in logging interactions via established business processes and tools. • Ability to learn and become facile with program guidelines and software tools.