Customer Care Representative School Specialty is the largest provider of supplemental educational products and equipment to the pre-kindergarten through twelfth grade education market in the United States and Canada. Through leading brands, School Specialty provides innovative and proprietary products, programs, and services that help educators engage and inspire students of all ages and abilities. Working in collaboration with educators, School Specialty reaches beyond the scope of textbooks to help teachers, guidance counselors, and school administrators ensure that every student reaches his or her full potential. We are currently seeking Customer Care Representatives to join our team in Greenville Wisconsin. This position reports to a Customer Care Manager and is responsible for building positive customer relations through receiving, investigating, processing and responding to customer inquiries via telephone.
Responsibilities:
• First line of contact for customer inquires via phone, fax, internet, and/or mail regarding orders, returns, shipments and education products and services.
• Partners with associates and/or School Specialty franchises to assure customers’ expectations are met or exceeded.
• Identifies and resolves underlying root causes through research and analysis.
• Develops customer, vendor, and product knowledge expertise.
• Monitors customer orders, initiates tracers with carriers, and authorizes returns and/or credits including necessary transportation.
• Responds to customers inquires and follows through to completion accurately and within customer timeframes.
• Receives and processes phone, fax, e-mail and/or mail orders.
• Diffuses difficult customer situations in a professional manner.
• Partners with sales team and solicits sale of new or additional educational products or services where applicable.
• Schedules repairs, deliveries, installations and related project deliverables. Requirements • Minimum three years customer service related work experience in a large call center where problem solving is required on a daily basis.
• Minimum one year data entry and keyboarding experience (minimum of 7,000 keystrokes per hour - alphanumeric).
• Must be able to work various hours between 7:00 AM and 5:00 PM
• Ability to perform business math calculations including profit margins.
• Proficient in all Microsoft Office products.
• Excellent written, verbal and interpersonal communication skills.
• Problem-solving skills and ability to resolve discrepancies.
• Strong organization skills and the ability to manage multiple tasks Equal Opportunity Employer |
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School Specialty Canada