Customer Service Representative

Company Overview:

Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.

POSITION SUMMARY

The Customer Service Representative position, as part of the Customer Success department, accurately enters orders on the software and technology team to meet business and customer need. This individual provides customer support via the telephone, internet and email and handles all customer inquiries and resolves support issues for order processing, warranty or billing, etc. Maintain post-sale contact with customers to facilitate a positive and productive long-term relationship.

POSITION SCOPE

• Accurately resolve customer calls/emails in a timely manner while providing a high-quality customer experience, and documenting in system(s) as required.

• Efficient in navigating multiple systems and utilizing troubleshooting skills to find the best resolution available for the customer on the first call.

• Meet/Exceed adherence to schedule at 90% or above to drive an efficient customer experience.

• Accurately enter new orders for products, services, and renewals, and documenting in system(s) as required. Create or modify Support quotations when needed.

• Follow up in a timely manner on existing orders to receive information needed to complete order.

• Collaborate with team members and other departments to provide customers with a full- service experience, while providing them with knowledge of their resources.

• Complies with all company policies and procedures; maintains respectful relationships with coworkers

• Coordinate with other departments (CRM, Order Entry, Sales, Accounts Receivable, Sales Enablement, etc.,) in handling purchase orders and providing service to customers.

• Complies with all company policies and procedures; maintains respectful relationships with coworkers.

• Assists with training and daily coordination and collaboration with other teams and departments.

• Reports customer issues and customer complaints to management.

• Other tasks and duties as assigned.

QUALIFICATIONS

• High school degree or equivalent

• 1-3 years’ experience in customer success/account management in support of revenue clients is necessary.

• ​Strong troubleshooting and analytical ability ​ Self-starter, positive, creative problem solver.

• Ability to manage multiple customers' demands with excellent time management skills.

• Strong organizational and project management skills.

• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.

• Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.

• Effective interpersonal and written and verbal communication skills.

• Detail oriented with accurate data entry skills.

• Preferred experience with GoTo phone system or similar platform.

• Preferred experience with Oracle Business Suites and at least beginner level Microsoft Word and Excel.

• Proficient PC and technical/software skills.

WORK ENVIRONMENT

• This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. 

• It requires a suitable space that provides a private and quiet workplace. 

• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. 

PHYSICAL REQUIREMENTS

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.

• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.

• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.

• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.

• Travel requirements: Minimal (less than 10%)

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

EEO

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.

Email: [email protected]

CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf