Assistant Director – Accommodations Customer Care

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $48k - $70k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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The College Board

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1900

📚 Education

🤝 Non-profit

Education • Non-profit

The College Board is a mission-driven, not-for-profit organization dedicated to promoting excellence and equity in education. It connects students to college success and opportunity by supporting them in building essential skills for higher education and removing barriers to access. The College Board operates with a focus on respect, diversity, inclusion, and collaboration, with a diverse and dedicated team of professionals. Based in several locations across the United States, they strive to modernize operations and increase their digital footprint, supporting students and families nationwide.

📋 Description

• Lead resolution of sensitive and high-impact escalated cases involving students with disabilities • Apply SSD policies and procedures to navigate complex customer situations and determine appropriate resolutions • Communicate complex accommodation policies and case decisions through customer interactions and case documentation • Use CRM and operational systems to document cases, track outcomes, and maintain accurate customer records • De-escalate difficult situations while maintaining professionalism, empathy, and a student-centered approach • Manage a high-volume caseload while maintaining accuracy, responsiveness, and quality standards • Maintain expertise in SSD policies, operational workflows, and systems supporting accommodations-related customer care • Execute time-sensitive accommodations administration processes, including case research, student seat assignments, and test-day issue resolution • Ensure escalated cases and operational activities are completed accurately and within service expectations • Identify recurring customer issues and operational pain points, escalating trends and improvement opportunities to leadership • Build collaborative relationships across Accommodations Customer Care, SSD Program, SSD Experience, and Product teams • Share customer insights and escalation trends to inform process improvements, training needs, and operational enhancements • Support initiatives improving workflows, knowledge management, and customer experience • Contribute to special projects and operational initiatives, including efficiency and emerging technology efforts • Report to the Director, Accommodations Customer Care

🎯 Requirements

• 3-5 years of experience leading and navigating complex customer issues and resolving those cases • 3-5 years of experience providing high-quality support while managing assigned cases within service level agreements • Strong organizational and prioritization skills • Proven ability to manage multiple projects independently and as a team member • Familiarity with accommodations and/or disabilities is a plus • Adept problem-solving skills, including using data to inform decisions and actions • Ability to build and manage customer relationships and strong relationships across internal teams • Ability to collaborate and provide guidance to teammates on complex cases • Ability to navigate a rapidly evolving landscape • Knowledge of Microsoft Office tools: Word, Excel, PowerPoint • Ability to travel 4-6 times a year to College Board offices or on behalf of College Board business • Passion for expanding educational and career opportunities and mission-driven work • Curiosity and enthusiasm for emerging technologies, willingness to experiment with and adopt new AI-driven solutions, and comfort learning and applying new digital tools independently and proactively • Clear and concise written and verbal communication skills • Learner's mindset and commitment to growth • Drive for impact and excellence, including solving complex problems and making data-informed decisions • Collaborative and empathetic approach • Authorization to work in the United States

🏖️ Benefits

• Remote role; candidates near College Board offices have the option of being fully remote • Comprehensive compensation and benefits package • Salary adjusted by location • Meaningful career and supportive team • Opportunities to experiment with and adopt AI-driven solutions and new digital tools • Travel 4-6 times a year to College Board offices or on behalf of College Board business