Education Support Associate

Support Center - Irving The Education Support Associate will be responsible for aiding the Birthday Party & Online Class team with parties and online classes for Michaels stores in the U.S. and Canada. Areas of focus include customer email, store communication, and coordination with Birthday Party & Online Class team. You must be able to work weekends and three weekdays. Major Activities Provide store support by answering all in-store event questions, including but not limited to Make Breaks, Kids Club, MakerPlace Seller, and parties. Provide customer support by answering experience inbox questions and coordinating any customer resolutions with Customer Care, stores, field leadership and ICUC. Facilitate store engagement by calling all birthday party stores to ensure they are prepared for their party and post-party to gather feedback. Document store feedback pre- and post-party to coordinate action steps with Party and Event Lead. Monitor website and input tickets for any issues relating to Event Hub. May host or moderate online classes. Gather data for reporting on birthday parties and online classes. Schedule Online Classes and Birthday Parties to the online system. May test new features and provide UAT support for system enhancements. Minimum Education High school Diploma or above Minimum Technical Skills Proficiency in Microsoft Word, PowerPoint, Excel, and Outlook Preferred Experience 1-2 years of Customer Service experience Experience in an office setting, dealing with customer experience in a fast-paced environment Additional Qualifications Ability to work 3 weekdays and weekends: Saturday (9:00-5:30) and Sunday (10:00-6:30) Excellent written and communication skills Ability to effectively communicate with cross-functional partners Strong attention to detail Ability to work independently to meet deadlines Comfortable talking on the phone for extended periods of time Able to adapt quickly to latest programs and good at multi-tasking EEO and Accessibility Statement Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together. Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL). Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job. #J-18808-Ljbffr Michaels Stores