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Customer Service Representative
- Chicago, Illinois, United States
- Chicago, Illinois, United States
Über
Job Description
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/
Sprachkenntnisse
- English
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