Job Description

NATIONAL SCHOOL CHOICE AWARENESS FOUNDATION, INC. A NOT-FOR-PROFIT CORPORATION POSITION DESCRIPTION PARTICIPANT SERVICE ASSOCIATE (MILFORD, NEW HAMPSHIRE) The Participant Service Associate plays a vital role in ensuring that tens of thousands of schools and homeschool groups across the United States receive informational supplies and materials as part of our organization’s charitable activities. Reporting to the Director of Fulfillment, the Participant Service Associate position is a full-time, non-exempt, hourly position at the nonprofit National School Choice Awareness Foundation. RESPONSIBILITIES The incumbent will be responsible for the following core duties and responsibilities:

• Maintain a positive, empathetic, and professional attitude towards customers at all times. This would include: promptly responding to customer inquiries, identifying and assessing the customers’ needs to achieve satisfaction, and resolving customer complaints.
• Manage large amounts of incoming calls, emails, and social media direct messages.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Communicating and coordinating with colleagues as necessary.
• Enter data from e-mails, mailings, faxes, and other methods into Microsoft Excel in a consistent, accurate format, with deliberate speed, so that we can serve our customers.
• Filter, sort, and organize Excel spreadsheets using key functions.
• Open, sort, and scan incoming mail at our New Hampshire warehouse.

REQUIRED QUALIFICATIONS

• Read, write and verbally communicate effectively and professionally with other business departments, the public, and vendors. Ability to diplomatically deal with difficult situations and people while exhibiting a consistent level of professionalism.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, report, or schedule form.
• Proficient in Microsoft Products, email, and Internet Applications. Salesforce knowledge is a plus but not required.
• Able to work with little or no supervision. Good problem solving and people skills. High accuracy in work with attention to detail. Good organizational, mathematical, and time management skills.
• Ability to get along and work cooperatively with others; punctuality and regular and reliable attendance.
• Strong phone contact handling skills and active listening.
• Ability to multi-task, prioritize and manage time effectively.
• High school diploma.

WORK ENVIRONMENT

• The noise level in the work environment will be moderate.

The employee’s performance will be measured annually via a performance evaluation, which will consider the employee’s success at achieving the goals set forth by the employee’s supervisor, the employee’s adherence to the organization’s policies, and the employee’s contributions to the organization’s exempt charitable activities.

It is the policy of the organization to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, creed, color, nationality, sex, pregnancy, sexual orientation, age, ancestry, physical or mental disability, marital status, or any other classification protected by the applicable local, state, or federal laws.

The National School Choice Awareness Foundation, Inc. is a nonprofit charitable organization with the mission of improving K-12 education in the United States and supporting the academic success of all students by raising public awareness of the school options available to families, including public/district, charter, magnet, private, online, and home education.