About Us

MSB School Services is an educational consulting firm that works directly with the Special Education community. We help our clients maximize their reimbursements from the Medicaid to Schools program, providing much-needed funding back to the school districts that we serve. We are able to accomplish this by always looking to Our Purpose: to collaboratively pursue excellence in Medicaid with school districts in a way that builds compliance, accuracy, and maximization and yields client loyalty. We focus exclusively on meeting the needs of school districts, implementing new technologies and processes with a commitment to excellence in quality and compliance in order to fulfill our purpose. We pride ourselves on going above and beyond the call of duty, not just existing as another billing vendor. MSB is not a one-size-fits-all company; we are versatile and fully customizable to fit each individual district’s needs. Rather than providing districts with only a single person as a resource, our entire company is available as a support system, with each and every member dedicated to our purpose and our guiding principles. We center ourselves on building lasting and meaningful relationships that create a family dynamic for both our clients and our employees. Rooted in community, trust, and transparency, MSB is held to the highest standard to empower and lead our clients and ourselves in a way that is always driven by one singular purpose - to simplify districts' Medicaid experience so they can impact students!

Our Guiding Principles

At MSB, we have a greater sense of direction to help us achieve Our Purpose thanks to our Guiding Principles. Our Guiding Principles outline how a member of the MSB Family should engage with our clients and each other. At the end of the day, our Guiding Principles define the type of person we want to work with and ultimately who we aspire to be. We recommend visiting our Guiding Principles page at http://msbconnect.com/Story/#GuidingPrinciples to learn more.

Overcome Fear

Choose a Positive Attitude

Aspire to Lead

Communicate with Integrity

Learn with Humility

Delight Clients

Celebrate Innovation

Readily Adapts

Promote Teamwork

Establish Trust

Pursue Profit

Purpose

The primary objective of the Client Service Agent is to have a basic understanding of our documentation tool X Logs and internal ticketing system Zendesk to answer customer questions quickly and effectively, resolve issues with empathy and care, improve brand credibility, and nurture relationships.

Other Common Job Titles: Customer Service Associate, Customer Service Agent, Customer Service Representative

Work Location: Headquarters, Cedar Park

Travel Requirements: None

Compensation: $16 - $18, hourly + Benefits

HR/Employee Benefits: (Estimated Value: $10,000 annually)

• Estimated $10,000 in annual benefits available
• 100% Employee discount for employee coverage only plan; medical, dental, vision premiums
• Life Insurance
• 401K with a 4% match
• 25+ paid holidays per year (i.e. 1 week off for Thanksgiving, 2 weeks off for Christmas, and 1 week off in July)
• 10 personal days per year (PTO)
• 100% Work-Related expenses covered
• Company Coverage of Amazon Prime membership, and Gold's Gym membership
• HP Hardware including Laptop, Headphones with Microphone, Desk Monitor, and accessories.

Your Impact & Duties:

• Understand our proprietary tool (X Logs) at an administrative level
• Above basic understanding in our customer ticketing system.
• Directly Interact with Teammates and users across different communication channels.
• Provides insight to the user services manager on high-level situations from other team members.
• Defusing high-stress situations by listening to users and providing speedy, effective resolutions
• Acting as the voice of the company on the front lines and providing excellent customer service
• Facilitate up to 7 chats at a time or 5 chats with a phone call
• Responding to chats within 1 minute of receiving
• Closeout or progress user cases across all channels within a 48-hour period
• Maintain excellent customer service and a positive attitude throughout stressful situations
• Continually learn program and product knowledge to better serve users
• Maintain a healthy and respectful work environment
• Meet expectations and goals determined by the User Experience Manager
• Ensure processes are maintained and followed as set by the User Experience Manager
• Clear communication with User Services Coordinator, X Logs Consultants, Dev Team, and Program Specialists.
• Performs other duties as assigned by the User Experience Director

What We’re Looking For

• Self-motivated to solve problems rather than waiting for an answer
• Ability to multitask in a fast-paced environment while maintaining a high level of attention to detail
• Ability to perform comfortably in fast-paced, deadline-oriented environments
• Ability to build strong relationships with users
• Ability to communicate clearly and effectively
• Ability to collaborate in a team environment
• Motivated to help and empathize with end-users
• Above-average knowledge and experience with current technology and devices
• Ability to type 65 wpm
• Exceptional interpersonal, written, and verbal communication skills
• Honesty, Hardworking, Understands the importance of work-life balance

Interested in joining our team? We are interested in learning more about you. Apply now!

MSB Consulting is an Equal Opportunity Employer committed to providing a diverse environment. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status. If you require reasonable accommodation during the application process, please contact us at careers@msbconnect.com.