[Hiring] Senior Support Representative @Florida Virtual School

Role Description

The Senior Support Representative, FL Scholarship Programs performs operational and customer support functions specific to supporting school choice programs in Florida. This is a highly customer-facing role responsible for managing a high volume of written and verbal customer inquiries, coordinating issue resolution across teams, and ensuring timely and accurate processing of key program activities, including invoicing, course changes, and payment-related requests. The Senior Support Representative supports the Revenue Operations Team by facilitating day-to-day program operations, maintaining clear communication with families and internal stakeholders, and ensuring a high level of customer service.

• Liaise between parents, affiliated school partners, and FLVS to ensure streamlined communication of accurate scholarship/FLVS information.
• Authorize the placement of scholarship-funded students into their requested courses at FLVS and work with the private schools and FLVS enrollment teams to ensure timely registration.
• Work proactively with internal and external organizations to address complex customer needs and to escalate concerns as needed.
• Manage customer inquiries across written and verbal channels, triaging and escalating issues to the appropriate teams to ensure effective resolution.
• Review and process course cancellation requests, ensuring compliance with established procedures.
• Initiate and process course drops for non-response or nonpayment, maintaining accurate records and communication.
• Track, measure, and achieve defined department priorities and metrics specific to increasing revenue and customer service.
• Keep abreast of school choice options for Florida students.
• Participate in developing the standard operating policies and procedures for the department.
• Meet professional obligations through efficient work habits such as meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others.
• All work responsibilities are subject to having performance goals and/or targets established.

Qualifications

• Associate’s degree; or equivalent combination of education and relevant experience.
• Three years’ high-level administrative and customer service experience.
• Data input and MS Office software experience.
• Knowledge of Microsoft 365 including intermediate proficiency with Excel and Outlook.
• Strong, documented attention to details and customer satisfaction.
• Excellent verbal and written communication.
• Skills in working in a detail-oriented, deadline-driven environment.
• Ability to prioritize tasks while maintaining consistent level of quality.
• Strong interpersonal and customer service skills.
• Excellent organizational skills, such as scheduling and preparing materials on a timely basis.

Requirements

• Team member carries out essential job functions with accuracy, engages in ongoing and relevant professional learning, applies new knowledge effectively, and demonstrates mastery of job-specific skills.
• Team member produces high quality work, meets organizational and departmental deadlines, balances multiple responsibilities, manages time effectively, and seeks ways to improve processes and productivity.
• Team member communicates clearly in written and verbal formats, collaborates effectively, demonstrates professionalism in all interactions, exhibits strong interpersonal skills, and contributes to a positive team and professional community.
• Team member addresses the needs of internal and external customers, analyzes problems effectively, contributes to innovative solutions, seeks opportunities for improvement, and successfully adapts to change.

Benefits

• Competitive salaries.
• A well-rounded benefits package.
• Generous paid time off (including 25 holidays, vacation, and sick leave).
• An array of professional development opportunities.