Job Description:

Join us and help us create lifelong readers!

Position: Customer Success Agent - Full time

Location: Remote

Hours 12:30 pm - 9:00 pm EST

JOB PURPOSE
Provide customer service resolution across various supported programs. Assist in supporting our sales teams with customer related issues. Perform outbound call campaigns and provide support on special service-related programs. Perform special projects, help and support new hire and peer-led training. Assist in managing service levels and work schedule adherence.

RESPONSIBILITIES
1. Handle all customer calls, faxes and e-mails; prioritize customer needs and respond in a timely, accurate, courteous and professional manner across supported programs, to include but not limited to Restocks, Financial Form assistance, Point of Sale troubleshooting, Catalog orders, etc.
2. Resolve product or service problems by clarifying the customer's issue, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, following up to ensure resolution, and escalating as necessary.
3. Provide customer assistance with operations and distribution related concerns, when required.
4. Assist with business initiatives when requested during non-peak time frames, to include but not limited to reconfirmations, conversions, Scholastic Dollars redemption, collections, school closure/holiday documentation, Fair Order review process, and right-sizing.
5. Maintain high level process, product, and program knowledge in order to make appropriate suggestions on the best course of action relating to customer questions and concerns.
6. Ensure all Scholastic Book Fairs policies and procedures relating to customer concerns are followed, adhered to and documented within the appropriate systems.
7. Maintain strong working relationships with the sales team to ensure connectivity between processes and customer satisfaction.
8. Maintain regular attendance in accordance to schedule with the ability to work overtime and flexible with varying shifts as needed.
9. Understand and model Scholastic’s mission; contribute to Scholastic’s culture, values, and goals.
10. Participate in team training programs, meetings and other activities as appropriate.

Qualifications

JOB REQUIREMENTS
1. High School diploma or GED certificate required.
2. Minimum two years customer service or business-related experience required.
3. Demonstrated customer service skills-experience with customer complaints and resolution, maintaining a professional demeanor.
4. PC skills, MS Product (Excel, Word, Outlook, Teams, etc), Salesforce experience a plus.
5. Ability to organize, multitask and prioritize work with strong attention to detail meeting deadlines as needed.
6. Strong math skills are a plus.
7. Ability to work in a fast-paced call volume environment, call center background a plus.
8. Strong verbal & written communication skills.
9. Ability to get along with co-workers and adapt well to changes.
10. Ensure adherence to all local, state, and federal laws, including but not limited to OSHA, DOT, and EEOC.

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EEO Statement:

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

EEO is the Law Poster

EEO Scholastic Policy Statement

Pay Transparency Provision