Temporary Associate, Customer Service

What do you do all day? 

At NMSI, our people mean everything to us, they are the lifeblood of the organization. Without our staff, NMSI is just an idea. As a member of the Program Delivery and Operations team, the Associate will play a key role in supporting the functions that enable our team to do its best work. Specifically, the Customer Service Associate will interact with internal and external customers via telephone, email, or chat to support and provide information on inquiries. The Customer Service Associate reports to the Manager, Program Delivery and Operations. 

This temporary, part-time role, and is based out of a home office anywhere in the contiguous U.S. 

What are the details?  

Customer Service Delivery 

• Provide timely service and support for customers by responding to tickets, telephone calls and personnel requests.  
• Interacts with internal and external customers via telephone, email, online chat to provide support and information on inquiries.
• Work closely with other NMSI business units as needed to resolve customer issues. 
• Research and resolve customer problems as well as track and monitor issues to ensure a timely resolution. 
• Provide feedback to NMSI regarding service failures or customer concerns.  

Program Delivery  

• Support Operations Coordinators in the planning and logistics of events to ensure the delivery of high-quality NMSI programming. 
• Support the implementation of project plans and adhere to timelines to successfully meet team goals.
• Other duties as assigned  

What are we looking for? 

• Education & Experience – You have a high school diploma and at least two years direct customer service experience. Experience with ticketing system such as Freshservice is a plus. You are service-oriented and able to resolve requests quickly and completely. 
• Inclusive – You can work effectively with people regardless of their age, gender, race, sexual orientation, ethnicity, religion, or job type—or any other factor that makes us unique!
• Organized & Productive – You are a master at planning your day and not letting distractions come in between meeting your goals. 
• Reliable – You can work effectively with minimal supervision, but you also know when to ask for help. 
• Flexible – You are comfortable working in an ambiguous environment with competing priorities. You can effectively handle multiple inquiries or tasks simultaneously. 
• Growth Mindset – You learn from failure and crave feedback because you know that it makes you better; you are also not afraid to give feedback to your manager or colleagues. 
• Tech Savvy – You embrace technology as a tool to enhance your work effectiveness but not a tool to replace hard work. You have proficient computer skills with the ability to learn new software.  

Want to learn more?  

The National Math and Science Initiative is a national nonprofit organization dedicated to transforming math and science education in today’s classrooms and ensuring that all students have the knowledge and skills to thrive in the global economy of the 21st century. Founded in 2007, NMSI began by dramatically improving student participation and success in rigorous Advanced Placement math, science and English courses in 85 courses across seven states. Today, NMSI has scaled its proven program to serve more than 1.5 million students, 50,000 teachers, 1,000 high schools and 45 universities across 40 states, and is having a demonstrable and lasting impact on student outcomes.  

NMSI Next, our five-year strategic plan, deepens our commitment to transform our current programs. In doing so, we will also launch a bold approach to partnering with school systems that drives outcomes not only at the student and school system levels, but also at the regional and national levels. NMSI Next is anchored on the concept that the whole will be greater than the sum of the parts and that our teamwork and program work go hand in hand. Additionally, we believe that our impact at the school system, regional, and national levels will reinforce itself to ensure population level outcomes.  

We believe STEM education is the greatest lever to accessing opportunity and is unmatched in unlocking student potential. 

Specifically, NMSI Next will implement the following strategic levers so that all students, especially those furthest from opportunity, thrive and reach their highest potential as problem solvers and lifelong learners, pursue their passions and tackle the world’s toughest challenges. 

• Catalyze bold thinking and enduring solutions for all students nationally 
• Collaborate with regional stakeholders to drive sustainable changes 
• Provide school systems a world class K-12 solution set 
• Build a strong, sustainable, and nimble organization positioning us to deliver exponential impact 

The organization has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

National Math + Science Initiative (NMSI) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. NMSI complies with applicable state and local laws governing non-discrimination in employment in every location in which we have employees. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.