Customer Service Specialist

This job will open on December 6, 2024, and close within the following one to three days. We are testing a new hiring process with a shorter application window to streamline candidate evaluations and provide a more efficient hiring experience. This job will open again at a later date. Thank you so much for your understanding!

Welcome to Miaplaza!

Our vision is to elevate online learning by applying the most successful approaches in virtual education to create an accessible and inclusive homeschool curriculum platform where all students can be successful! Our K-8 platforms include Miacademy, Always Icecream, and Clever Dragons,and our 9-12 options include MiaPrep and MiaPrep Online High School. Our student base is rapidly growing, and we’re hiring for multiple positions across several departments! Our expansion stems from our commitment to providing exceptional educational content and our pursuit of new opportunities. 🚀

➡️ You can hear our CEO, Johannes Ziegler, discuss our company’s values and future here!

How you’ll make an impact (position summary):

Not your typical customer service department, Miaplaza’s Customer Service Specialists are true experts in our products and services, empowered to go above and beyond to deliver exceptional service to every customer they connect with—whether it’s through phone, live chat, email, or social media.

We’re looking for someone who’s passionate about creating “wow” moments for customers. You have excellent verbal and written communication skills, enabling you to connect with customers effectively across various channels. You understand the art of asking thoughtful questions and interpreting customer needs to ensure every interaction is smooth and supportive. Handling tough customer interactions doesn’t faze you—you’re up for the challenge, knowing that a friendly, compassionate voice can turn things around in no time.

Parents care deeply about their children’s education, and so do we. As a trusted guide, you’ll take pride in helping them navigate the important decision of choosing the right homeschool curriculum. Whether offering expert advice or solving website inquiries, you’ll frequently engage with parents and customers across multiple channels, delivering support that leaves them feeling confident and cared for.

What you’ll do (responsibilities):

• Support our team handling well over 10,000 chat interactions per week during the busiest season, along with emails, phone calls, and interacting with customers on social media. You’re up for the challenge, and ready to dive right in!

• Respond promptly and professionally to customer inquiries via phone, email, chat, or other channels.

• Provide accurate information to resolve customer issues and complaints with empathy and efficiency.

• Analyze and anticipate customer needs and recommend appropriate solutions or products.

• Follow standard operating procedures, while understanding one size doesn’t always fit all.

• Make judgment calls to efficiently resolve customer issues, ensuring satisfaction.

• Use canned responses for efficiency, with a knack for personalizing them to make the customer feel truly seen and heard.

• Collaborate with team members to deliver a cohesive customer experience.

• Maintain accurate and detailed records of customer interactions and transactions.

• Take in large amounts of information, synthesize it into manageable pieces, and relay that information.

• Collect feedback to improve our services and marketing initiatives.

➡️ Check out a day in the life of a Miaplaza Customer Service Specialist!

Schedule:

Customer Service Specialists work 8-hour shifts, 5 days a week. Miaplaza’s customer service operates 7 days a week from 7:00 am to 11:00 pm ET (4:00 am to 8:00 pm PT). Candidates from any U.S. time zone are welcome to apply. The available shifts include:

• Mid Shift: 8:45 am to 5:15 pm ET / 5:45 am to 2:15 pm PT

• Evening Shift: 2:45 pm to 11:15 pm ET / 11:45 am to 8:15 pm PT

• Candidates should be available for two or more weekend shifts per month. Weekend shifts include shifts on Saturday or Sunday.

Requirements

You may be a good fit if you have (requirements):

• At least 3 years of work experience.

• At least 2 years of experience in a customer-facing role.

• Access to a computer/laptop (camera preferred) with reliable high-speed internet connection.

• Ability to type at least 35 words per minute.

• Strong proficiency with technology and aptitude to learn new technologies and processes quickly.

• Ability to quickly and empathetically communicate with customers in a fast-paced environment.

• Strong problem-solving and critical-thinking skills.

• Excellent attention to detail.

• Strong interpersonal and communication skills.

• Growth mindset and motivated by constructive feedback.

• Proven ability to work independently, manage schedules, and meet deadlines.

What makes you stand out (nice-to-haves):

• Experience in a live chat or customer support environment

• Proven track record of going above and beyond

Compensation & benefits:

The expected starting pay range is $17.80-$23.00/hour. Miaplaza’s compensation philosophy ensures equity and competitiveness while taking into account the regional differences in living and labor costs. Specific rates will be provided during the hiring process and are aligned with market data and internal equity.

• Full-time employees are eligible for health, dental, and vision insurance, inclusive of specialty care options like fertility benefits, mental health services, and chiropractic care, FSA, HSA, and more.

• All employees are eligible for a 401(k) retirement plan with employer match.

• Paid Time Off (PTO), floating holidays, parental leave, and other perks and benefits.

• We invite your family and friends to join our journey! All employees receive free site memberships and discounted MOHS tuition for the children in their household, plus two additional memberships for other children in their lives.

➡️ Learn more by visiting our careers page!

Ready to apply?

Start by submitting your application (17 questions plus the legal stuff) and your resume. Due to the number of applicants applying to our customer service roles, our process is more rigorous than most. Miaplaza’s hiring process includes a 30-minute assessment, two (or more) interviews, and an assignment. During the assessment you may be asked to take a typing test. Don’t worry, we'll remind you of this before you take the assessment.

At Miaplaza, we are committed to creating an inclusive environment where everyone feels valued, respected, and supported. We are proud to be an equal opportunity employer and do not discriminate against any employee or applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other legally protected characteristic. We welcome candidates of all backgrounds and experiences to join our team. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable laws and regulations. Miaplaza is an E-Verify participating employer.

We are committed to providing a supportive and inclusive application process for all applicants. If you would like to request accommodations for any part of the assessment, there is an option to indicate this before you begin the assessment. We will work with you to ensure you have access to any necessary adjustments, and based on your needs, you may receive an alternate version of the assessment or assignment.

Links:

• Miacademy: https://parents.miacademy.co/

• Always Icecream: https://parents.always-icecream.com/

• Clever Dragons: https://parents.clever-dragons.com/

• MiaPrep: https://parents.miaprep.com/

• MiaPrep Online High School: https://miaprep.com/online-school/

• Hear our CEO, Johannes Ziegler, discuss our company: https://tinyurl.com/miaplaza-CEO-video/

• Day in the life of CS Specialist TikTok: https://tinyurl.com/CS-day-in-life/

• Careers page: https://careers.miaplaza.com/