Client Success Specialist

FAST Client Success Specialist
FAST Client Success Specialist

Job Location: 2207 CONCORD PIKE STE 417 - WILMINGTON, DE
Remote Type: Fully Remote
Position Type Full Time
Education Level: High School
Travel: Little to None
Job Shift: Day
Job Category: FAST

FAST Client Success Specialist

About Us

Mission: ISM is dedicated to the advancement of school management. We provide creative strategies by combining extensive research, proven management techniques, and personalized service.

Core Purpose: Advancing School Leadership—Enriching the Student Experience

Overview: ISM offers consulting, research, professional development, insurance, and financial aid and scheduling software for private independent schools in the United States and abroad.

Job Description

Summary/Objective

FAST Client Success Specialists play a vital role in maintaining a productive relationship between ISM and FAST clients by guiding and educating administrators on financial aid processes. Acting as an ambassador between clients and ISM, the Client Success Specialist communicates with clients and assists them, via phone, video, or email, in financial aid analysis, navigating FAST software, best practices, and overall customer service, supported by 40+ years of ISM research and theory.

Functions and Competencies

Essential Functions
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Expertly teach and guide Financial Aid for School Tuition (FAST) clients through the financial aid process, policies, ISM theory and award analysis.
  • Migrate, train and track clients on new software.
  • Build and maintain client accounts while providing genuine, friendly, personable and professional customer service.
  • Respond to client concerns by getting clarification on the customer's question or complaint, determining the cause of the problem (as able) and explaining the best solution to solve the problem.
  • Schedule and conduct Client Orientations and Award Trainings with the ability to adapt/respond to different types of individuals.
  • Report technical issues to the Development team and follow up to ensure resolution of the issue and customer satisfaction.
  • Ability to handle a high volume of incoming calls and inquiries during peak season (November-June).
  • Responsible for high volume of data-entry verification throughout peak season.
  • Learn and become proficient in U.S. and Canadian tax-related information.
  • Help clients understand how to implement their own Financial Aid policies and procedures.
  • Serve as a liaison between clients and applicant families.
  • Utilize Zoom for trainings in addition to recording e-learning webinars.
  • Use Salesforce to track accounts, ensure administrators receive training, and update client records.
  • Calculate and update application thresholds daily.
  • Once fully trained and capable, train new hires to reflect company standards.
  • Provide support for FAST Manager, when needed.
  • Act as point of contact for Parent Representatives with questions/issues, and help with duties, when needed.
  • Perform additional functions that may be assigned at the discretion of management.
Competencies
  • Strong work ethic
  • Listening skills
  • Proficient computer skills
  • Professional communication skills
  • Detail-oriented
  • Problem-solving skills
  • Ability to work well and excel under pressure
  • Willingness to ask questions
  • Self-starter
  • Team player
  • Strong and accurate data-entry skills
Position Type/Expected Hours of Work

This is a full-time, remote position, and days and hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m.

Travel

Little to none.

Required Education and Experience
  • Proven customer support experience
  • Previous track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Excellent communication and presentation skills, including written and verbal
  • Ability to be a self-starter, work well independently and in a team environment
  • A willingness to learn new systems, skills and adapt quickly
  • Tech-savvy--comfortable using email, spreadsheets, Google Docs, navigating array of systems
  • Ability to multitask, prioritize and manage time effectively
Preferred Education and Experience
  • Salesforce
Additional Eligibility Qualifications

None required.

AAP/EEO Statement

ISM provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

ISM expressly prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties is not tolerated.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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