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Follett Software · 6 days ago

Customer Service Representative

United States

Full-time

Remote

Entry Level

1+ years exp

Follett Software is dedicated to empowering educators with technology that enhances student success. The Customer Service Representative will provide customer support, handle inquiries, and maintain post-sale contact to ensure a positive long-term relationship with customers.

Higher Education

Responsibilities

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

Qualification

Customer success experienceTroubleshooting skillsTime management skillsOrganizational skillsProject management skillsInterpersonal communicationProficient PC skillsGoTo phone systemOracle Business SuitesMicrosoft WordMicrosoft ExcelDetail oriented

Required

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

Proficient PC and technical/software skills

Preferred

Preferred experience with GoTo phone system or similar platform

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

Benefits

Fully remote work, giving you the flexibility to do your best work from anywhere in the continental U.S. (unless otherwise noted)

Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching

Company-paid disability and life insurance, with the option to enhance coverage through voluntary plans

Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time

Retirement savings with employer match, vesting every pay period

Flexible Spending Accounts for healthcare and dependent care

Optional supplemental coverages, such as accident, hospital, and critical illness insurance, identity theft and credit monitoring, and legal protection services

Meaningful recognition and tangible rewards that celebrate achievements, fuel motivation, and recognize both individual and team success