Role Description
The Reclamation Analyst serves as the primary point of contact for the daily coordination of logistics associated with student computer hardware reclamation processes. 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:
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Process all hardware reclamation label requests using the Customer Relationship Management (CRM) system and direct emails.
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Process assigned service requests using the CRM for status updates, fulfillment requests, and tracking information.
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Provide daily reclamation and cancellation files to vendor; updates master files.
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Work with schools and teachers directly to reclaim computers.
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Process live inbound calls from auto dialer batch.
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Make live outbound calls to recover hardware.
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Handle vendor canceled recoveries.
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Manage reclamation email inbox for all types of requests and escalations from schools, teachers, and families.
Qualifications
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High School diploma AND one (1) year of experience in operations, administration, or other relevant work OR equivalent combination of education and experience.
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Ability to communicate with customers effectively through various communication channels, such as phone, voicemail, email, chat, etc.
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Strong verbal and written communication skills.
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Consultative approach to customer service.
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Strong problem-solving and analytical skills with a solutions-oriented approach.
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Ability to work independently and within a team-oriented environment.
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Resilient and contributes to fostering positive team morale.
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Ability to prioritize effectively and manage competing priorities to deliver and drive results.
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High level of quality and accountability for work product.
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Ability to maintain a professional home office without distraction during our hours of operation.
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Attend virtual training via webcam.
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Ability to travel 10% of the time (minimal if any e.g. team building event).
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Ability to clear the required background check.
Requirements
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Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.
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Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet).
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Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway), which interferes with our systems and must be disabled by the provider.
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An ethernet connection is preferred.
Desired Qualifications
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Salesforce experience.
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Prior Stride/K12 Enrollment Center experience.
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Previous customer service or sales experience with a proven record of achievement.
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Previous experience in a call-center environment.
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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. This position is virtual and open to residents of the 50 states, D.C.
Compensation & Benefits
Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market, and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.
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We anticipate this position will pay between $15.52 and $24.84 per hour.
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This is a temporary/contractor role and you will be an employee of Workspend.
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Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.
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