Job Responsibilities : Customer Service Rep III

Salary : $13 per hour

Company : Scholastic

Location : Remote US

RESPONSIBILITIES:

Resolve customers concerns or questions relating to Scholastic Education Customer Service.
Provide optimum customer service in all circumstances to support both internal and external customers, including field and internal Sales Account Representatives and business partners.
Maintain a courteous and calm demeanor to de-escalate stressful situations.
Field contacts across channels, including entering simple and complex orders, answering emails, taking incoming customer calls, support customers through chat, and performing outbound clarification calls to customers and partners.
Resolve complex customer requests or questions relating to our most diverse product lines, including larger orders/special projects, professional learning products, and digital components.
Develop expertise in various systems including but not limited to: Oracle EBS, Salesforce, AS400, Ring Central Max, WOI, GURU (knowledge tool), Web applications like Business Manager, Smartsheets to service customers.
Knowledgeable in Education products and programs, including understanding processes outside of order entry, to provide the highest service to meet customer’s goals. This may include working on complex multi-site shipments.
Use technology including PC data entry in multiple applications, order import tools, and Microsoft Office.
Clearly and accurately communicate with customers through multiple channels such as chat, phone, and emails. Record customer information in multiple system locations for marketing and management team.
Guide and communicate processes with fellow team members and perform other duties as required.

QUALIFICATIONS:

Ability to learn and relearn new skills quickly and retain information learned.
Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem.
Excellent data entry and phone skills.
Experienced, results driven, demonstrates solid interpersonal skills.
Ability to communicate effectively in both written and verbal formats.
Excellent problem-solving abilities and ability to multi-task and utilize multiple systems simultaneously.
Be willing to make decisions and use judgment in resolving customer problems.
Willing to work flexible hours.
Desire and demonstrated ability to be a team player.
Computer skills, including website navigation and usage, include Microsoft Office including e-mail.
Experience with Oracle, AS400, SalesForce is a plus.

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