ESA Customer Success Representative

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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 consistent, accurate and efficient processing of orders • Actively communicate with Team and Families • Follow coaching from manager to show consistent improvement in identified areas of opportunity. • Perform other duties as assigned

🎯 Requirements

• Experience with school choice or ESA programs preferred, but not required. • College degree preferred, High School diploma or equivalent required. • Professional work attitude and a willingness to learn and continuously improve. • Dedicated workspace with minimal background noise during calls and online meetings. • High speed internet connection (with reliable Wi-Fi) and a late model computer with a webcam enabled. • Preferably, a second computer monitor as well. • Successful completion of all necessary background checks. • 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. • 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. • Experience working with Office365 applications. • Experience working with CRMs and Contact Center platforms preferred. • Must be able to provide proof of eligibility to legally work in the United States.

🏖️ Benefits

• Structured training and real coaching • Clear path to advancement for high performers • A team culture that values effort, integrity, and growth • Meaningful work supporting organizations that impact real people.