Service Specialist Jobs

Blueprint Education is hiring a part-time Service Specialist to assist in our student support and service process. The hired candidate will be hard-working, upbeat, and passionate about delivering excellence in customer service. This position will work remotely. All time zones will be considered with preference given to those in Eastern Standard Time. The role will report to the Director of Student Success. Flexible recurring scheduled hours will fall between Monday through Saturday 9:00 am to 6:00 pm EST. (A set schedule will be provided).

This role is 90% student-facing support and 10% administrative tasks. You will be a go-to contact for our current and prospective students across our products for LSAT, MCAT, and Nurse Practitioner products. You will help students via chat/email/phone with billing inquiries and refund requests, address service issues, report product bugs, host product walk-thru's as needed, respond to voicemails, and general administrative tasks that drive overall student support.

Your success will be measured based on overall student satisfaction, quick first response time, and demonstrated teamwork with the opportunity to earn a monthly bonus.

What You'll Do

• Other duties as needed: maintaining database and CRM, conducting audits of customer entry forms, communicating with relevant internal teams to get results for customers, being meticulous with supervising and improving service metrics, and conducting competitor research.
• Respond to inbound leads, customer inquiries, and product service requests, and connect with other members of the Student Success Team to ensure exceptional customer care.
• Provide onboarding and continuing customer service support for LSAT, MCAT, and NP students currently enrolled in our programs. Address student technical issues and product questions quickly and with a positive attitude.
• Manage a wide array of questions from potential students and parents ranging from tech support to testing information to content questions.
• Support student advisors’ sales efforts with prospective students by counseling students who need guidance in their study plan or hosting product tutorials.
• Be the voice of Blueprint via our website chat, phone, and email, and regularly convey the voice of the customer to leadership.

Who You Are

• A passion for both customer care and teamwork - all day, every day
• Must be able to work under pressure and balance multiple channels of communication simultaneously
• Prior working knowledge of the LSAT, MCAT, and/or NP is also a huge plus, but is not required
• Team player who can think critically and creatively to make decisions and solve a wide range of sophisticated customer issues
• Bachelor’s degree and 1+ year of work experience in customer service
• Close attention to detail in written communication
• Strong social skills, maturity and good judgment, and ability to connect with a diverse range of individuals
• Prior experience in the test prep or tutoring industry is a plus but is not required
• Get-it-done demeanor befitting a role with numerous and shifting responsibilities

Life at Blueprint

We’re Blueprint! We live at the intersection of education and technology. We use technology and powerful data to create personalized and innovative learning experiences. Our team is passionate about education and its ability to improve lives. Our learners hold us to a high standard, and we do the same with each other. We thrive on change, we are passionate about improvement, we practice trust-based vulnerability, and we are committed to a culture of freedom and responsibility. We get a lot done, and we have a lot of fun doing it.

More details on life at Blueprint:

• Influence. Good ideas win, and we value contributions from everyone.
• Performance. We set aspirational goals and make them happen.
• Innovation. It’s central to who we are and everything we do.
• Flexibility. We trust our people to do phenomenal work without unnecessary rules.
• Growth. We are always learning and you will sharpen your skills.
• Meaning. Do meaningful work that has a positive impact on society.
• Low ego. High energy! That’s our recipe for success.
• Autonomy. We thrive with freedom and responsibility.
• Remote first. And not going back.

Benefits include:

• Parental leave benefits
• 401(k) match
• Access to Rosh Review, Cram Fighter, AAMC materials, and more
• Access to Employee Assistance Program (EAP)
• Continual learning and mentoring opportunities
• Discounts on admission consulting packages
• Competitive salary at a growing company
• Remote-first work environment allowing for flexibility
• Volunteer opportunities

Diversity, Equity, Accessibility, and Inclusion at Blueprint

We believe diversity, equity, accessibility and inclusion are essential to our excellence and are the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

The Blueprint community values differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and partnership. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

We are committed to creating a welcoming workplace that reflects the diversity of the communities we serve and includes individuals with a diverse set of backgrounds and experiences. Individuals of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.