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, beginning mid-April for approximately 6 months. Remote candidates may be considered. Flexible schedules may be available. Previous experience with Carnegie Learning is preferred.

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
• Previous experience working with Carnegie Learning, preferred
• 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

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We're driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity. As a Carnegie Learning team member, you'll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators.

WHAT WE PROVIDE

• Fostering Joy
  
  
  
  • Flexible work arrangements with our Work From Anywhere Policy
  
  
  
  
• Empowering Parenthood
  
  
  
  • Reduced working hours for soon-to-be and new parents
  • Free access to CL products for employees and their children
  
  
  
  
• A Place for Connection
  
  
  
  • Quarterly Wellness Incentives
  • Monthly employee activities + recognition program
  • Employee Allyship Groups (EAGs)
  
  
  
  

WHAT WE BELIEVE

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.

If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer, including veterans and individuals with disabilities.