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Great Minds · 10 hours ago

Customer Support Representative

United States

Full-time

Remote

Mid Level

$45K/yr - $48K/yr

3+ years exp

Great Minds is a high-growth, mission-driven organization founded by educators in 2007. They are seeking a Customer Support Representative to deliver high-quality support, resolve complex issues, and ensure a seamless customer experience while collaborating cross-functionally to enhance service delivery.

Education

Responsibilities

Serve as the primary point of contact for customer inquiries related to orders, shipments, and product information

Manage issue resolution from start to finish, coordinating with Logistics, Print Operations, and Sales teams to ensure timely and accurate delivery

Monitor and analyze customer support trends to identify recurring issues and recommend process improvements

Partner with Operations, Sales, and Program teams to support accounts and improve communication workflows

Contribute to the creation and refinement of Standard Operating Procedures (SOPs), email templates, and knowledge base documentation

Demonstrate a thorough understanding of Great Minds’ products, services, and policies to deliver accurate and consistent information

Communicate clearly, professionally, and promptly with both customers and internal stakeholders

Maintain accurate and detailed records of customer interactions in Salesforce, the organization’s Customer Relationship Management (CRM) system

Participate in cross-functional initiatives that enhance customer experience and operational efficiency

Qualification

Customer service experienceSalesforce CRM proficiencyAnalytical skillsCommunication skillsProactive attitudeExperience in educationExperience in logisticsSmartsheetNetSuiteTime-management skillsOrganizational skillsAdaptability