[Hiring] Customer Success Agent @Scholastic

Role Description

Join Us in Helping Create Lifelong Readers! As a Customer Success Agent at Scholastic Book Fairs, you will play a key role in delivering exceptional service to our customers while supporting sales initiatives, special programs, and operational excellence.

The Customer Success Agent serves as a trusted resource for customers and internal partners by:

• Resolving inquiries and addressing concerns.
• Providing support across a variety of programs and services.

This role requires a customer-focused professional who thrives in a fast-paced environment, demonstrates strong problem-solving skills, and is committed to delivering outstanding customer experiences.

Key Responsibilities

• Respond to customer inquiries via phone, email, and other communication channels in a timely, professional, and courteous manner.
• Support customers across a variety of programs and services, including restocks, financial form assistance, point-of-sale troubleshooting, catalog orders, and related inquiries.
• Investigate and resolve customer concerns by identifying root causes, determining appropriate solutions, expediting corrections or adjustments, and following through to ensure complete resolution.
• Escalate complex issues as needed while maintaining ownership of the customer experience.
• Provide support for operations and distribution-related inquiries when required.
• Assist with business initiatives and special projects during non-peak periods, including reconfirmations, program conversions, Scholastic Dollars® redemption, collections support, school closure documentation, Fair Order reviews, and inventory right-sizing efforts.
• Maintain a thorough understanding of company products, programs, processes, and policies to effectively support customers and recommend appropriate solutions.
• Accurately document customer interactions and ensure compliance with established policies, procedures, and service standards.
• Build and maintain strong partnerships with sales teams and cross-functional departments to support customer satisfaction and business goals.
• Meet performance expectations related to productivity, schedule adherence, customer satisfaction, and service levels.
• Participate in training programs, team meetings, and ongoing development opportunities.
• Demonstrate and support Scholastic's mission, values, and commitment to customer success.
• Maintain regular and reliable attendance and be available to work overtime or adjusted schedules when business needs require.

Qualifications

• High school diploma or GED required.
• Minimum of two (2) years of customer service, call center, or related business experience required.
• Demonstrated customer service skills, including the ability to professionally handle customer inquiries, resolve complaints, and maintain a positive customer experience.
• Proficient in Microsoft Office applications, including Excel, Word, Outlook, and Teams. Experience with Salesforce or similar CRM systems preferred.
• Must have a private or semi-private home office workspace that is free from distractions and excessive background noise.
• Home office workspace must include appropriate furnishings, such as a desk, chair, and adequate lighting to support productivity and professionalism.
• Reliable high-speed internet service with minimum speeds of 100 Mbps download and 50 Mbps upload required. Must be capable of connecting directly to the modem through a hardwired connection. Internet speeds must be verified through Speedtest.net.
• Strong organizational, time management, and multitasking skills, with the ability to prioritize work, meet deadlines, and maintain a high level of accuracy and attention to detail.
• Strong mathematical aptitude and analytical skills preferred.
• Ability to thrive in a fast-paced, high-volume call center environment. Previous call center experience is preferred.
• Excellent verbal and written communication skills.
• Demonstrated ability to work collaboratively with others, adapt to changing priorities, and contribute to a positive team environment.
• Commitment to complying with all applicable company policies and local, state, and federal regulations, including OSHA, DOT, and EEOC requirements.

Benefits

• Hourly Rate: $20.00