Seasonal Customer Ops Experience

Seasonal Customer Experience Specialist 1

Department: Operations

Position Summary:

This position requires intense data entry and attention to detail. Our Seasonal Customer Experience team maintains a flexible work style, is present as scheduled to enhance service delivery, and creates an exceptional customer experience. Occasionally, this position may participate in cross-functional work or projects. The Seasonal Customer Experience Specialist 1 directly impacts our mission to broaden and deepen relationships with teachers and schools by ensuring we have the capacity to serve and meet customer needs. Specialists support the internal and external customers of Highlights for Education by becoming subject matter experts to provide outstanding support to customers. As a knowledgeable resource for our customers, specialists will provide accurate guidance and precise order entry that enables flawless order fulfillment and billing. This role works cooperatively and proactively with internal customers and external customers to identify needs, answer questions, and create solutions.

Essential Duties and Responsibilities:

• Assist the CX leadership team in identifying and evaluating customer concerns/issues and considering practical solutions.
• Receive and respond appropriately and efficiently to inbound communications related to orders, shipping, returns, product inquiries, basic technical support, concerns/complaints, and other broad questions.
• Communicate with customers via email, phone, and/or written letter to clarify any discrepancy, question, and to ensure a quality experience.
• Create quality resolutions for customer needs and issues; de-escalate negative customer emotions; escalate issues to leadership as appropriate.
• Create records for new customers and maintain current customer notes within the fulfillment system to ensure follow-up with customers and a quality experience.
• Accurately and efficiently key orders, sample requests, and related information into the fulfillment system.
• Accurately track and log all calls daily for statistical process improvement purposes.
• Follow established Customer Experience processes for receiving and fulfilling various requests including returns, adjustments, quotes, and tax exemptions.
• Ensure accuracy in billing, ensuring invoices are correct and sent to valid contacts for the customer.
• Participate in virtual meetings with camera presence.
• Provide actionable feedback when appropriate to improve team and business processes.
• Proactively assess customer needs to recommend items or alternatives to improve transaction profitability and increase customer satisfaction.
• Educate customers about terminology, self-service options, features and benefits of products, and technology to improve product-related sales and customer satisfaction.
• Cultivate and maintain on-going sales representative and customer relationships.
• Aid sales representatives, which includes the processing of sample orders, customer orders, and account maintenance requests.
• Implement sales campaigns with field-based sales representatives and regional managers. Conduct outbound sales, cross-selling and upselling efforts.
• Encourage customer retention by remaining knowledgeable about processes and product offerings.
• Other duties as assigned.

What you should show up ready to teach anyone on your first day:

• A customer-focused mindset and commitment to excellent service always.
• Demonstrates a commitment to communication with honesty, empathy, respect, and curiosity.

What you'll learn more about after you're certified:

Within your first month, you'll:

• Actively participate in training on relevant systems, department and company practices, and relevant procedures.
• Successfully handle customer interactions with support from your peers and Team Lead.

Within your first year, you'll:

• Independently and collaboratively provide high-level support to customers addressing a a wide range of needs primarily related to order fulfillment and basic technical support.
• Consistently meet department standards set for quality and service level.

Supervisory Responsibilities:

Education and Experience:

• High school diploma or GED required
• Bachelors' Degree or equivalent experience preferred.
• 2-4 years of experience in a sales/customer service environment

Qualifications:

• Strong computer literacy
• Demonstrates clear verbal and written communication skills.
• Demonstrates efficiency and organization skills
• Exceptional de-escalation and soft skills
• Attention to Detail
• Proficiency with common office software, including Microsoft Office Suite

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift-up to 15 pounds at times.

Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.