[Hiring] Customer Service Representative @Follett Software, LLC

Role Description

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 needs. This individual provides customer support via telephone, internet, and email, handling all customer inquiries and resolving support issues for order processing, warranty, or billing. Maintain post-sale contact with customers to facilitate a positive and productive long-term relationship.

• 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 orders.
• Collaborate with team members and other departments to provide customers with a full-service experience, while providing them with knowledge of their resources.
• Comply with all company policies and procedures; maintain 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.
• Assist with training and daily coordination and collaboration with other teams and departments.
• Report 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/account management in support of revenue clients is necessary.
• Strong troubleshooting and analytical ability.
• Self-starter, positive, creative problem solver.
• Ability to manage multiple customers' demands with excellent time management skills.
• Strong organizational and project management skills.
• Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
• Passionate about understanding and solving customer needs with a strong history of customer outcome-focused roles.
• Effective interpersonal and written and verbal communication skills.
• Detail-oriented with accurate data entry skills.
• Preferred experience with GoTo phone system or similar platform.
• Preferred experience with Salesforce Business Suites and at least beginner level Microsoft Word and Excel.
• Proficient PC and technical/software skills.

Work Environment

• This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.
• It requires a suitable space that provides a private and quiet workplace.
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Physical Requirements

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds.
• Travel requirements: Minimal (less than 10%).

EEO

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to individuals with disabilities and disabled veterans.

If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.

Email: [email protected]

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