Reclamations Analyst (Contract)

Stride, Inc.

Jefferson City, Missouri
30+ days ago

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Skills

Analysis Skillsunmatched
Autodialersunmatched
Background Investigationunmatched
Broadbandunmatched
Communication Skillsunmatched
Computer Hardwareunmatched
Contract Analysisunmatched
Customer Relationship Management (CRM)unmatched
Customer Relationship Management (CRM) Systemsunmatched
Customer Service Operationsunmatched
Customer Support/Serviceunmatched
Direct Emailunmatched
Email Management/Administrationunmatched
Establish Prioritiesunmatched
High School Diplomaunmatched
Internet Service Providersunmatched
Logisticsunmatched
Maintenance Servicesunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft Outlookunmatched
Microsoft PowerPointunmatched
Microsoft Wordunmatched
Physical Demandsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
SIP (Session Initiation Protocol)unmatched
Salesunmatched
Salesforce.comunmatched
Team Buildingunmatched
Team Playerunmatched
Typingunmatched
Voice Mailunmatched
Webcamsunmatched
Willing to Travelunmatched
Work From Homeunmatched
Writing Skillsunmatched

Description

Job Description

SUMMARY: The Reclamation Analyst serves as the primary point of contact for the daily coordination of logistics associated with student computer hardware reclamation processes. The Reclamation Analyst is part of the Customer Support Operation team in the Enrollment Center, a diverse and fast-paced environment that serves our customers throughout their journey with K12. This role assists in retrieving K12 Loaner technology for the purposes of refurbishment.

The Reclamations Analyst will utilize technical skills in K12 systems and work collaboratively with other critical teams at K12. Business hours for the team are from 8:00AM -8:00PM Monday- Friday.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Process all hardware reclamation label requests using the Customer Relationship Management (CRM) system and direct emails

Process assigned service requests using the CRM for status updates, fulfillment requests and tracking information

Provide daily reclamation and cancellation files to vendor; updates master files

Work with schools and teachers directly to reclaim computers;

Process live inbound calls from auto dialer batch

Make live outbound calls to recover hardware

Handle vendor canceled recoveries

Manage reclamation email inbox for all types of requests and escalations from schools, teachers, and families

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:

High School diploma AND

One (1) year of experience in operations, administration or other relevant work OR

Equivalent combination of education and experience

Certificates and Licenses: None required.

System Requirements:

Our work-from-home members are asked to have and maintain a High-speed internet connection. At a minimum of 25Mbps download speed and 5Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless, or dial-up services are not compatible.

Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.

An ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS:

Ability to communicate with customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc.

Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.

Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.

Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)

Strong verbal and written communication skills

Consultative approach to customer service

Strong problem solving and analytical skills with a solutions-oriented approach

Ability to work independently and within a team-oriented environment

Resilient and contributes to fostering positive team morale

Ability to prioritize effectively and manage competing priorities to deliver and drive results

High level of quality and accountability for work product

Ability to maintain a professional home office without distraction during our hours of operation

Attend virtual training via webcam

Ability to travel 10% of the time (minimal if any e.g. team building event)

Ability to clear the required background check

DESIRED QUALIFICATIONS:

Salesforce Experience

Prior Stride/K12 Enrollment Center Experience

Previous customer service or sales experience with a proven record of achievement

Previous experience in a call-center environment

Experience with Stride/K12 Systems such as Totalview Suite, SAMS, Calabrio, etc.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with dis

Numbers & Facts

Location

Jefferson City, Missouri

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