Customer Service Representative (MD)

Connections Academy (CA), a “school without walls”, is a virtual educational program serving K-10 students in a non-classroom-based environment. A Parent/Learning Coach along with a certified Teacher work with students using a standards-based, online/offline hybrid curriculum supported by a host of web-based technology tools and resources. This is a unique opportunity to be part of an exciting new schooling model that leverages new technologies, capitalizes on recent policy initiatives and creates alternative teaching and learning options for students, parents and teachers.
Connections Academy is currently interviewing for a Customer Service Representative. This position will assist in the management of Connections Academy’s collection process and is not an entry-level position. The primary role of the customer service/collections representative is to ensure the orderly collection of leased equipment at a minimum loss. As such, the job requires regular telephone contact with a strong customer service focus, resolving problems and advising customers on available return alternatives. The position requires a high degree of job independence balanced with teamwork. Success is defined primarily by collection results, post-withdrawal survey responses and accuracy of asset management. The volume of work for this position is substantial and requires a high-level of mental effort and stress tolerance from dealing with difficult situations.Responsibilities:
Coordinate return of all equipment and materials when users leave the CA program
Manage internal asset management system and maintain 100% accuracy
Manage and process all end-of-year and mid-year withdrawals
Assist in preparation of outstanding assets reports and gather all relevant collections information
Perform data entry and routinely prepare asset reports of account status for manager
Resolve all user-related issues for collection of outstanding equipment
General office demands as required and clerical duties to mail information to users
REQUIREMENTS
Strong collections and customer service experience
Must be comfortable in a team environment requiring constant interaction and communication
Listen and communicate effectively through verbal and written correspondence with all customers to facilitate return of materials or to make payment on outstanding items
Must be a detailed-oriented problem solver
Ability to work with several applications at one time
Comfortable working in a high-energy, fast-paced, technology-based environment
Minimum 3 years collections and CSR experience.
This position is based in downtown Baltimore in historic Fells Point. Candidates must be able/willing to commute to this facility on a daily basis.
For more information, please visit our website www.connectionsacademy.com