Customer Service Representative

Twenty Bridge Staffing; Reston (VA); On-site; USD 42,000 - 65,000; Full time

Job summary

Twenty Bridge Staffing is seeking a customer service professional to support the US Department of Education's Office for Civil Rights. The role focuses on advising and assisting state and local education agencies in collecting and submitting high-quality data per ED guidance.

The ideal candidate will handle inquiries via phone and email, manage tickets, and contribute to data quality initiatives, training, and user guides.

Qualifications

• Ability to gather and interpret relevant data and information.
• Attention to detail and the ability to think analytically and exercise judgment to solve problems.
• Excellent verbal and written communication skills.
• Ability to build positive relationships with client and internal teams.
• Ability to make effective decisions under pressure.
• Provide clear, concise writing on technical topics for non-technical audiences.

Responsibilities

• Provide customer support to a variety of education stakeholders via phone and email.
• Open and manage support tickets in the tracking system and assist in quality review of tickets.
• Research and elevate issues to project groups or Project Lead for resolution.
• Conduct webinars, online training, and user guide creation/updates.
• Support data collection activities and assist customers with data collection and submission issues.

Skills

Data interpretation

Analytical thinking

Communication skills

Customer service

Decision making under pressure

Technical writing for non-technical

Education

High School or Equivalent

Experience in education field

Tools

MS Word

Excel

Outlook

Job description

Summary of position/daily activities:

We are looking for a talented customer service professional to support the mission of the US Department of Education's Office for Civil Rights. This position will provide advice and hands-on support to state and local education agencies to support them in collecting and submitting high-quality data in accordance with the policy definitions and guidance provided by the US Department of Education.

Duties and Responsibilities

• Provide customer support to a variety of education stakeholders, including general education audiences, Local Education Agencies, and State Education Agencies
• Respond to customer inquiries via telephone and email
• Open and manage support tickets in the tracking system and assist in quality review of tickets
• Research and elevate issues as needed to other project groups or to the Project Lead for resolution
• Conduct webinars, online training, and user guide creation/updates
• Support data collection activities and assist customers with data collection and submission issues (including data quality and error resolution issues)

Basic qualifications/experience (the required qualifications which are critical to be considered for the position:

• Ability to gather and interpret relevant data and information.
• Attention to detail and the ability to think analytically and exercise judgment to solve problems
• Excellent verbal and written communication skills.
• Ability to build positive relationships with both client and internal development, test, data management teams.
• Ability to make effective decisions under pressure.
• Provide clear, concise writing on technical topics for non-technical audiences.

Desired skills/certifications (any additional skills desired but not required to be considered for the position):

• Excellent verbal and written communications skills
• Strong interpersonal skills and customer service aptitude
• Experience with MS Word, Excel and Outlook
• Ability to think analytically, solve problems, and make effective decisions under pressure
• Some solid mathematical aptitude and effective task management skills
• Comfortable with internet searching and online databases
• Ability to work independently
• Attention to detail
• Ability to gather and interpret relevant data and information

Our Ideal Candidate

• You share our passion for education.
• You are excited about the opportunity to both learn and teach. This is a dynamic space: education data collections evolve and systems change.
• You are motivated to offer exceptional experiences. Technical subject matter can be challenging, so it helps to be empathetic, thoughtful, and patient.
• You have high standards. Ability is important, but AEM is set apart by more than talent. This position requires someone who works collaboratively with colleagues and takes ownership over the quality and value of their work. Across all of our projects, we want coworkers who work hard and are relentlessly competitive in setting new standards for themselves and for their teams.

Education and Qualifications

• Minimum Education: High School or Equivalent
• Experience in the education field (highly desirable)
• Background in education, communications, or information science (highly desirable)
• Past experience in customer service, helpdesk support, and/or IT (highly desirable)

Public Trust

• Candidates must have the ability to work for any employer in the US without sponsorship.
• Ability to obtain a clearance. US citizenship required.
• Active 5(c) public trust clearance preferred, not required.

Equal Opportunity Employer

Twenty Bridge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status, or any other characteristic protected by law. - AA M/F/Vet/Disability

Federal law requires Twenty Bridge to verify identity and employment eligibility: with information from your Form I-9. The E-Verify system is used.