MasteryPrep is seeking a proactive and reliable School Support Assistant to help in their mission to reach the students who need it the most with high-impact test preparation. Behind the scenes, the School Support Assistant is responsible for fulfillment tasks that keep the department running smoothly and ensure customers get what they purchased quickly and accurately. The School Support Assistant also works directly with customers by providing product and service implementation support through quick and friendly customer service - this role is crucial to ensuring their schools' success.

Examples of work

• A student reaches out via website chat to say they are having connectivity issues and are unable to join their school's virtual ACT Boot Camp. The School Support Assistant would provide basic troubleshooting help, while simultaneously escalating the issue to the account's School Support Manager.
• A customer requests information about the SAT Mastery curriculum. The School Support Assistant would provide details on the product and submit a lead form to the Sales team to close the loop.
• An order comes in with a product combination that is confusing. The School Support Assistant would need to escalate the issue to a School Support Specialist who would then recommend next steps for the order.
• A customer calls and is upset about some charges -- they have been invoiced but their event hasn't taken place yet. The School Support Assistant would calmly reassure the customer that their payment is not due until receipt of services and would show kindness and empathy toward the situation.

Requirements

• High school diploma or equivalent; college degree preferred
• Technology fluency and willingness to learn new platforms
• Handle sensitive information in a confidential manner
• Can receive customer feedback and direct it to the proper channel
• Excellent time management skills
• Ability to multi-task and prioritize a to-do list
• Attention to detail and creative problem-solving skills
• Excellent written and verbal communication skills
• Proficient in Microsoft Office Suite
• Customer service experience preferred but not required
• Exceptional organizational skills
• Desire to be proactive and create a positive experience for others

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