Customer Care Specialist

Accylerate; United States; On-site; USD 48,000 - 68,000; Full time

Job summary

Accylerate is seeking a Customer Care Specialist to manage complex customer inquiries, case management, and high-volume support. You will maintain accurate data entry in customer databases and operational systems, and communicate clearly by email and written status updates.

The ideal candidate brings 3–5 years of experience, strong written communication, proficiency with Salesforce, Smartsheet and Microsoft Office, and the ability to collaborate with internal teams to improve processes while

Qualifications

• 3–5 years of experience handling complex customer issues.
• Experience with high-volume service level performance.
• Proficient in Salesforce, Smartsheet and Microsoft Office.
• Strong written communication and data-entry accuracy.

Responsibilities

• Handle high-volume customer inquiries and resolve escalations within SLA.
• Maintain cases and communicate status via written updates and emails.
• Apply data-driven analysis to identify root causes and improvements in processes.
• Collaborate with internal teams to support SSD program operations and continuous improvement.

Skills

Customer service

Case management

Data entry

Written communication

Organizational skills

Cross-team collaboration

Tools

Salesforce

Smartsheet

Microsoft Office

Word

Excel

PowerPoint

Job description

Ideal Candidate Profile

Seeking a Customer Care Specialist with good experience handling complex customer issues, case management, and high-volume customer service operations. The ideal candidate will have strong written communication, data entry, accuracy, and organizational skills, with proven experience managing customer inquiries and correspondence within established service-level timelines. The candidate should be highly detail-oriented, as the role requires accurate data entry into customer databases and operational systems. Experience with Salesforce and Smartsheet is required, along with proficiency in Microsoft Office tools, particularly Word, Excel, and PowerPoint.

Job Duties & Responsibilities

Provide Customer Service (50%)

• Become well-versed in Client SSD policy and processes that impact accommodated students, parents, and educators and the operational procedures necessary to resolve customer escalations.
• Establish a strong relationship with SSD Program and SSD Experience.
• Communicate complex SSD Program policies effectively, via email response as well as in written case status format.
• Work within aggressive timelines and with extremely sensitive conversations regarding accommodations for students with disabilities.
• Apply strong decision‑making skills and strong judgment about how to address complex requests and to de‑escalate difficult customer interactions.
• 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 escalated SSD customer service cases.
• Take a hands‑on approach to determine root cause analysis of escalations.
• Provide support of other work across the organization as needed to support shared goals.

Execute SSD Operational Processes & Recommend Process Improvements (35%)

• Manage cases and execute SSD pre‑administration processes that meet service level agreements.
• Provide status on customer inquiries and trends within escalation categories.
• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms.
• Sustain continuous dialogue with colleagues in SSD Customer Care, SSD program and SSD product owner to identify issues and execute process improvements, quality checkpoints to ensure the highest quality service in supporting these processes.
• Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience.
• Execute selected SSD post‑administration processes.

Complete Special Projects (15%)

• Manage other self‑assigned projects that arise through digital transformation and organizational method changes

Required Skills & Experience

• 3-5 years experience leading and navigating complex customer issues and resolving those cases
• 3-5 years experience providing high quality support while managing assigned cases within service level agreements
• 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
• Familiarity with accommodations and/or disabilities a plus
• 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
• The ability to collaborate and provide guidance to teammates on complex cases
• The ability to navigate a rapidly evolving landscape
• Knowledge of Microsoft Office tools: Word, Excel, PowerPoint