Specialist, School Code and Score Send Code Management

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Job description

JOB DESCRIPTION
Onboarding job for returning CW, Maureen Ritchie

CW Title: Specialist, School Code & Score Send Code Management
Internal Title: Assistant Director, Code Services Management
Customer Engagement
Location: Remote
Rate: Same pay/bill as State Implementation role previously worked
Process - no background needed since not been gone longer than 6-months - will start on FRIDAY 10/4/24 (soonest available for equipment provisioning)
About the Team
The Operations Division at Client is focused on leading the organization s transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 55-person Customer Engagement department is a combination of teams that supports our key constituents: students, parents, educators, and our state partners that represent approximately 2 million contacts per year. This integrated team serves as the organization s front line and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Code Services Assistant Director, you will apply your superior case management skills and proactive outreach in support of a key operational function. You will be responsible for intaking and researching institutional requests for school codes and score send codes that serve as critical identifiers for K-12 schools and higher education institutions. You will use your critical analysis schools to determine whether the data presented by the institution is accurate, and you will respond concisely and effectively to request additional information from those institutions that do not provide the correct type or quality of data on their initial submission. You will be coordinating escalated cases, email responses, and phone inquiries. You will ensure that these cases are resolved within the specified guidelines and policies of the CB Programs that oversee the guidelines for code assignment. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.
The Code Services Management team handles all requests for school codes and score send codes, as well as the follow-up requests for status, denials, request for additional information, and appeals of decisions. Requestors include both domestic and international institutions, each of whom require a nuanced level of care in researching and responding to code requests. This team will deliver high quality customer service across all Client programs. The Assistant Director, Code Services Management will report to the Senior Director, Customer Care.
In this role, you will:
Provide Customer Service (50%)
Become an expert in Client Code request policies and processes that impact institutions as well as the operational procedures necessary to resolve customer escalations.
Establish a strong relationship with CRA and AP programs as well as Tech and Test Security teams.
Communicate complex code request validation decisions and policies effectively, via email response as well as in written case status format.
Work within aggressive timelines and with tight deadlines.
Handle high volume caseloads while ensuring that cases are accurately researched and closed out within established timelines.
Learn multiple customer service and operational system applications required to manage customer service cases.
Provide support of other work across the organization as needed to support shared goals.
Research and validate school code and score send code requests (50%)
Manage the intake queue of school code and score send code requests.
Provide high quality analysis and research skills to effectively validate the accuracy of institutionally-provided data related to a code request.
Provide status on customer inquiries and trends within code request categories.
Identify and communicate process improvements, quality checkpoints to ensure the highest quality service in supporting code request processes.
Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience.
Perform other related duties and projects as assigned.
About You
You have:
Strong organizational and prioritization skills and the proven ability to move forward within multiple projects in concert, as a leader, independently, and as a member of the team
Adept problem-solving skills, including using data to inform decisions and actions
A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities
Knowledge of Microsoft Office tools: Word, Excel, PowerPoint
Experience leading and navigating complex customer issues and resolving those cases
Experience providing high quality support while managing assigned cases within service level agreements
The ability to collaborate and provide guidance to teammates on complex cases
The ability to navigate a rapidly evolving landscape
The ability to travel to in-person events 4-6 times a year

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

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