Member Support Representative, II

The Parchment mission is to Turn Credentials Into Opportunities. As the leader in electronic credential exchange, Parchment enables learners to collect, promote, and share their academic credentials for the next step in their educational and career journey. The Parchment platform has helped millions of Learners, thousands of high schools, colleges, and universities, exchange more than 40 million transcripts and other credentials globally.

The Member Support Representative, II serves as the front-line engagement point for students and administrators utilizing Parchment’s Pathways product suite. The Member Support Representative will provide an exceptional product support experience to students and administrators through email, chat, and voice channels.

This position will report directly to the Manager of Member Support for our Course & Credit Solutions department.

Core Accountabilities:

• Create a delightful customer experience for students and administrators
• Help students find and enroll in courses; Help administrators successfully use Parchment’s Pathways products
• Deliver against service level and quality benchmarks

Responsibilities:

• Directly support students in course discovery and registration through email, chat, and voice channels
• Directly support client administrators in using subscribed products
• Triage student questions and remove obstacles to applications
• Acknowledge and resolve application errors preventing the student from enrollment
• Collaborate with Implementations and Product teams to diagnose and resolve technical issues
• Process student application submissions through SalesForce CRM
• Audit client course exchanges for accuracy, functionality, and ease of use
• Elevate customer feedback to key stakeholders for continuous improvement
• Recommend strategies for increasing student engagement (applications and conversions)

Capabilities and Attributes:

• Ability to think independently and critically
• Proven record of delivering against commitments
• Demonstrates accountability and ownership of decisions
• Comfortable in a fast-paced, constantly evolving environment
• Effectively communicate information to key stakeholders within the organization
• Willingness to shift priorities and focus
• Customer Centric
• Collaborative
• Creative

Qualifications:

• Providing customer service 
• Supporting students in a higher education setting (a plus)
• Salesforce products (preferred)
• Microsoft and G-suite 
• Four-year college degree (preferred)

Perks & Benefits:

• Salary Range: $50,000 – $57,000
• Comprehensive Health Package: Medical, Dental, and Vision
• FSA & HSA programs
• 401K company match
• Paid Holidays
• Unlimited PTO
• Parental Leave 
• Work-from-home equipment provided