Sr Support Rep, Florida Scholarship Programs

PLEASE NOTE: Your application will expire one year from the time of submission. Our team members enjoy competitive salaries, a well-rounded benefits package,generous paid time off (including 25 holidays, vacation, and sick leave), and an array of professional development opportunities. We’re always looking to add to our team of more than 3,000 dedicated professionals who are leading online education worldwide with transformative digital solutions – personalized to every student. Job Posting End Date: Deadline to apply is 11:59 PM on 10-19-2026 Job Title: Sr Support Rep, Florida Scholarship Programs Contract Type: Employee Annual Salary: $41,262.00 - $77,160.00 (Support staff salary will be based on internal equity and experience) Location: FL - HOME OFFICE Job Description Summary: Our Mission is to equip students for success by developing and delivering highly effective digital learning through an intuitive online platform. FLVS does not discriminate in admission or access to, or treatment or employment in its programs and activities on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information or any other reason prohibited by law. The Position: Position General Summary: The Senior Support Representative, FL Scholarship Programs performs operational and customer support functions specific to supporting school choice programs in Florida. This is a highly customer-facing role responsible for managing a high volume of written and verbal customer inquiries, coordinating issue resolution across teams, and ensuring timely and accurate processing of key program activities, including invoicing, course changes, and payment-related requests. The Senior Support Representative supports the Revenue Operations Team by facilitating day-to-day program operations, maintaining clear communication with families and internal stakeholders, and ensuring a high level of customer service. This role interfaces directly with families and internal teams to obtain or provide information related to scholarship program participation while ensuring efficient and accurate support across all interactions. Essential Position Functions: Liaise between parents, affiliated school partners, and FLVS to ensure streamlined communication of accurate scholarship/FLVS information Authorize the placement of scholarship-funded students into their requested courses at FLVS and work with the private schools and FLVS enrollment teams to ensure timely registration Work proactively with internal and external organizations to address complex customer needs and to **escalate** concerns as needed Manage customer inquiries across written and verbal channels, triaging and escalating issues to the appropriate teams to ensure effective resolution Review and process course cancellation requests, ensuring compliance with established procedures Initiate and process course drops for non-response or nonpayment, maintaining accurate records and communication Track, measure, and achieve defined department priorities and metrics specific to increasing revenue and customer service Keep abreast of school choice options for Florida students Participate in developing the standard operating policies and procedures for the department Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others All work responsibilities are subject to having performance goals and/or targets established (These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.) Minimum Requirements: Education/Licensure/Certification: Associate’s degree; or equivalent combination of education and relevant experience Experience: Three years’ high-level administrative and customer service experience Data input and MS Office software experience Knowledge, abilities and skills: Knowledge of Microsoft 365 including intermediate proficiency with Excel and Outlook. Strong, documented attention to details and customer satisfaction Excellent verbal and written communication Skills in working in a detail-oriented, deadline-driven environment Ability to prioritize tasks while maintaining consistent level of quality Strong interpersonal and customer service skills Excellent organizational skills, such as scheduling and preparing materials on a timely basis Core Competencies for Success:

JOB KNOWLEDGE AND SKILLS

Team member carries out essential job functions with accuracy, engages in ongoing and relevant professional learning, applies new knowledge effectively, and demonstrates mastery of job-specific skills

PRODUCTIVITY

Team member produces high quality work, meets organizational and departmental deadlines, balances multiple responsibilities, manages time effectively, and seeks ways to improve processes and productivity

COMMUNICATION

Team member communicates clearly in written and verbal formats, collaborates effectively, demonstrates professionalism in all interactions, exhibits strong interpersonal skills, and contributes to a positive team and professional community

CUSTOMER FOCUS

Team member addresses the needs of internal and external customers, analyzes problems effectively, contributes to innovative solutions, seeks opportunities for improvement, and successfully adapts to change Physical Requirements and Environmental Conditions: Location: Remote Frequency of travel: Occasional travel is required for meetings, trainings, and conferences; location may vary and may require overnight stays Light physical activities and efforts required working in an office environment (Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.) #J-18808-Ljbffr Florida Virtual School