Thanks for your interest in Success Academy! Running the largest, fastest-growing, and highest-performing network of public charter schools in New York City takes a village - families, children, teachers, staff and faculty, advocates and supporters alike. We would love to welcome you to our community! We work tirelessly every day to ensure each child in NYC has access to a fun, rigorous, whole-child education regardless of zip code or economic status. When you join SA, you play a part in giving every student who walks through the doors of one of our 49 schools in NYC a fair shot at reaching his or her potential.

Job Description

Specialist, Family Care

Job Description:

As the fastest growing, highest-performing charter school network in New York State, Success Academy has reimagined public education. Nationally recognized for achieving outstanding academic results for students from all backgrounds and zip codes, we have created an innovative K-12 school model that is preparing current and future generations of children with the subject mastery and skills to succeed in college and life. We now need a results-driven Family Care Specialist to join our school community.

As an important member of the Family Engagement Team, the Family Care Specialist will provide excellent customer service to our parents and families, acting as a primary source of information and support. This motivated individual will be an excellent communicator who is empathetic to the needs of diverse communities and adept in the use of help desk software.

Key responsibilities include:

• Respond to family queries within targeted timeframes via phone, email or chat

• Identify parent and family needs and assist them with interactions

• Collect and analyze information about recurring or prevalent issues that impact the experience of Success Academy parents and report to stakeholders

• Maintain databases with information about pending and resolved issues

• Work with the Social Media Team to monitor family complaints online and provide guidance on outreach

• Gather and share feedback from families with appropriate School and Network teams

• Follow up with teams to ensure families’ issues are resolved within the targeted time-to-resolution

• Assist in training other team members on customer service protocols and policies

• Ensure the quality of service meets the established standard set by the company (a)Documenting and reporting quality levels, (b) process quality audits and quality assurance reviews and (c) Identify and remedy defects within the service delivery

• Support the daily operations and management of outsource partner performance

• Compile and analyze department data; as well be able to communicate findings

A successful candidate will have the following qualifications, skills, experience and characteristics:

• At minimum a high school diploma. Associate’s or Bachelor’s degree preferred.

• Adept at basic computer skills and able to quickly learn how to use software; functioning knowledge of customer service and/or CRM software a plus

• Experience working with families, preferably in an educational or social services setting

• Ability to communicate effectively and professionally, both verbally and in writing

• Maintains stress tolerance while working to resolve challenging issues

• Ability to work independently with minimal supervision

• Able to manage multiple tasks simultaneously with prioritization and attention to detail

• Show flexibility, able to quickly adapt to new circumstances as they arise

To join our team, please upload a cover letter and resume that outlines your candidacy. Your cover letter should explain in detail your qualifications for the position. Resumes without cover letters will not be reviewed.

Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds. Compensation is competitive and commensurate with experience. Success Academy offers a full benefits program and opportunities for professional growth.

Compensation Range

Exact compensation may vary based on skills and experience.

Already an employee of Success Academies? Please go to your Okta Dashboard> Workday> Applications> Career to apply via our Internal Careers page.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth.Learn more about our philosophy, benefits, and team at https://jobs.successacademies.org/working-here/.

Success Academy Charter Schools does not offer employment-based immigration sponsorship.