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.
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