Service Specialist

$20 - $21 Hourly
Blueprint Education is hiring a part-time Service Specialist to assist in our student support and service process. The hired candidate will be hard-working, upbeat, and passionate about delivering excellence in customer service. This position will work remotely. All time zones will be considered with preference given to those in Eastern Standard Time. The role will report to the Director of Student Success. Flexible recurring scheduled hours will fall between Monday through Saturday 9:00 am to 6:00 pm EST. (A set schedule will be provided).
This role is 90% student-facing support and 10% administrative tasks. You will be a go-to contact for our current and prospective students across our products for LSAT, MCAT, and Nurse Practitioner products. You will help students via chat/email/phone with billing inquiries and refund requests, address service issues, report product bugs, host product walk-thru's as needed, respond to voicemails, and general administrative tasks that drive overall student support.
Your success will be measured based on overall student satisfaction, quick first response time, and demonstrated teamwork with the opportunity to earn a monthly bonus.
What You'll Do

• Respond to inbound leads, customer inquiries, and product service requests, and connect with other members of the Student Success Team to ensure exceptional customer care.
• Be the voice of Blueprint via our website chat, phone, and email, and regularly convey the voice of the customer to leadership.
• Manage a wide array of questions from potential students and parents ranging from tech support to testing information to content questions.
• Provide onboarding and continuing customer service support for LSAT, MCAT, and NP students currently enrolled in our programs. Address student technical issues and product questions quickly and with a positive attitude.
• Support student advisors' sales efforts with prospective students by counseling students who need guidance in their study plan or hosting product tutorials.
• Other duties as needed: maintaining database and CRM, conducting audits of customer entry forms, communicating with relevant internal teams to get results for customers, being meticulous with supervising and improving service metrics, and conducting competitor research.

Who You Are

• Get-it-done demeanor befitting a role with numerous and shifting responsibilities
• Close attention to detail in written communication
• Bachelor's degree and 1+ year of work experience in customer service
• A passion for both customer care and teamwork - all day, every day
• Strong social skills, maturity and good judgment, and ability to connect with a diverse range of individuals
• Must be able to work under pressure and balance multiple channels of communication simultaneously
• Team player who can think critically and creatively to make decisions and solve a wide range of sophisticated customer issues
• Prior experience in the test prep or tutoring industry is a plus but is not required
• Prior working knowledge of the LSAT, MCAT, and/or NP is also a huge plus, but is not required

Life at Blueprint
We're Blueprint! We live at the intersection of education and technology. We use technology and powerful data to create personalized and innovative learning experiences. Our team is passionate about education and its ability to improve lives. Our learners hold us to a high standard, and we do the same with each other. We thrive on change, we are passionate about improvement, we practice trust-based vulnerability, and we are committed to a culture of freedom and responsibility. We get a lot done, and we have a lot of fun doing it.
More details on life at Blueprint:

• Meaning. Do meaningful work that has a positive impact on society.
• Influence. Good ideas win, and we value contributions from everyone.
• Innovation. It's central to who we are and everything we do.
• Growth. We are always learning and you will sharpen your skills.
• Performance. We set aspirational goals and make them happen.
• Low ego. High energy! That's our recipe for success.
• Autonomy. We thrive with freedom and responsibility.
• Flexibility. We trust our people to do phenomenal work without unnecessary rules.
• Remote first. And not going back.

Benefits include:

• Competitive salary at a growing company
• Remote-first work environment allowing for flexibility
• Continual learning and mentoring opportunities
• Access to Rosh Review, Cram Fighter, AAMC materials, and more
• Discounts on admission consulting packages
• Access to Employee Assistance Program (EAP)
• 401(k) match
• Parental leave benefits
• Volunteer opportunities

Diversity, Equity, Accessibility, and Inclusion at Blueprint
We believe diversity, equity, accessibility and inclusion are essential to our excellence and are the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
The Blueprint community values differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and partnership. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.
We are committed to creating a welcoming workplace that reflects the diversity of the communities we serve and includes individuals with a diverse set of backgrounds and experiences. Individuals of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.