Customer Service Representative

Customer Service Representative

WHAT WE SEEK

This position serves as a key member on a collaborative team to help our company create and deliver market-leading digital content and formative assessment solutions through the management of customer communications, case resolution, inquiries, orders, and return requests on a daily basis. They are frontline representatives communicating with our customers regarding various requests or inquiries. This position works closely with our Sales, Operations, and Finance departments to ensure that every order is processed and delivered on time and every case is closed within established KPIs. This is a fast-paced position and will shift from task to task throughout the day. As a result, attention to detail and time management are critical. Communication and collaboration are key in the success of this role.

This position is seasonal, working up to 40 hours per week, but has the potential to transition into a Full-Time or Part-Time role after the initial 180 days of employment. Remote candidates may be considered. Flexible schedules may be available.

WHAT YOUR DAY WILL LOOK LIKE

• Review, enter and process incoming orders and return requests for U.S. and International customers using 10-key and alpha-numeric entry with attention to accuracy and completeness
• Partner with Sales to facilitate accurate and timely order data collection and entry
• Deliver superior customer service by managing order intake via multiple modes of communication in a timely manner
• Demonstrate the drive to go the extra mile to achieve customer satisfaction and encourage others to do the same
• Ensure proper transaction entry by utilizing comparative review of various documents residing in multiple systems
• Accountable to entry accuracy and error resolution
• Actively engage with team members, departments, and external customers to troubleshoot and problem solve
• Provide exceptional Customer Service support by addressing customer inquiries, concerns, and comments via phone, email, or chatter within established KPIs
• Develop and articulate understanding of the business practices
• Call on past experiences to formulate alternative solutions in unfamiliar situations
• Utilize other programs such as Oracle, Microsoft Excel, Package tracking software, Google Drive, other proprietary systems
• Utilize Salesforce for case management and documentation
• Attend product trainings and develop an understanding of our product offerings
• Maintain Product & System Knowledge of SFDC, Oracle, and other Order Management tools
• Assist with project and administrative functions as assigned
• Embrace, encourage and champion change to facilitate a positive Customer Journey

WHAT SHOULD BE IN YOUR BACKPACK

• Associates Degree preferred. In lieu of Degree, High School diploma or GED required with 2 years prior experience in a customer service environment
• 1 year answering inbound calls and executing outbound calls to assist customers
• 1 year experience in comparative data review
• Customer Service oriented
• Enjoys working with customers to deliver exceptional service
• Tech Savvy, well-versed at entering and retrieving data on web-portals, etc.
• Well-versed in verbal, written, and listening skills
• Excellent organization and time management skills
• Self-starter
• Self-directed learner
• Ability to recognize potential issues and work toward resolution
• Demonstrated problem-solving skills, utilizing prior experiences and resources to develop strategies in new situations
• Ability to think critically and consider alternatives when problem solving
• Intermediate knowledge level of Microsoft Excel in order to facilitate data entry comparative analysis
• Ability to work in a fast paced environment 40 hours per week. OT may be required during peak season
• Proficiency with computers and programs, including, but not limited to Salesforce.com and Microsoft Office Word and Excel
• Oracle experience a plus
• Ability to respond to continual customer demands for immediate assistance
• Demonstrated desire and ability to learn new and changing processes
• Desire to understand the why in what we do
• If working remotely, minimum internet upload speed 10mbps and 25mbps download speed

WHAT GIVES US PURPOSE

Carnegie Learning is a leading provider of K-12 education technology, curriculum, and professional learning solutions. With the highest quality, research-based offerings for K-12 math, ELA, world languages, and more, Carnegie Learning is changing the way we think about learning and creating powerful results for teachers and students alike. At Carnegie Learning we strive to create an environment where people want to work - one where the larger team comes first, where trying new things (and sometimes failing) is encouraged, and where we pursue our mission relentlessly.

Carnegie Learning is a major disruptive force in the digital curriculum market by combining world-class research, differentiated technology, best in class content together with a world-class mission-oriented team. This is where you come in! Are you ready to do the best work of your career and shape the future of learning?

WHAT WE PROVIDE

• Named a Pittsburgh Top Workplace five years in a row
• 401k with company match
• Employee assistance program
• Pet and Legal services insurance
• Generous time off and holidays
• Variable compensation opportunities
• Business casual work environment
• Mission-driven culture
• Flexible working hours, leveraging remote capabilities

WHAT WE BELIEVE

We respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our business and industry. Carnegie Learning is an Equal Opportunity Employer.