Follett School Solutions
Customer Services Lead
Follett School Solutions, Mchenry, Illinois, United States, 60050
Company Overview:Everything we do is for educators. We're partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students' lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.Position:The Customer Services Lead performs all standard duties of both Customer Service and Order Fulfillment utilizing consultative skills to anticipate needs, suggest alternatives and provide solutions to colleagues and customers. With leadership direction, the Customer Services Lead may provide direction to other team members and solve escalated customer issues.The Customer Services Lead models and shares customer service best practices with all team members to deliver a delightful customer experience, including interpersonal habits (e.g., greeting, professionalism, courtesy, etc.) and service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).Essential duties and responsibilities
include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Perform customer service and order fulfillment responsibilities as required, including but not limited to:Accurately resolve customer calls/emails in a timely manner while providing a high-quality customer experience.Efficient in navigating multiple systems and utilizing troubleshooting skills to find the best resolution available for the customer on the first call.Accurately enter new orders for products, services, and renewals. Create Support quotations when needed.Follow up in a timely manner on existing orders to receive information needed to complete order.Collaborate with team members and other departments to provide customers with a full-service experience, while providing them with knowledge of their resources.Complies with all company policies and procedures; maintains respectful relationships with coworkers.Serves as a liaison between management and team members by communicating assigned tasks when management is not present.Assists with and coaches other team members, as part of training and daily coordination and collaboration with other teams and departments.Reports customer issues and customer complaints to management.Completes special assignments and other tasks as assigned.To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.Qualifications include:Education: High school diploma or equivalent.3-5 years of experience in Customer Service, Order Entry or Data Entry; experience in order management, account management or similar would be considered an advantage.Experience working with Oracle Business Suites, Salesforce.Demonstrated proficiency with Office 365 products, primarily Microsoft Word and Excel.Exceptional interpersonal and customer service skills, with strong communication and collaboration abilities.Efficient multitasker in fast-paced environments.Detail-oriented and focused, able to handle distractions and multiple demands.Proactive and reliable, taking initiative and contributing to projects.Professional in handling organizational issues and customer escalations.Dedicated to customer satisfaction, ensuring positive outcomes.Accountable and deadline-oriented, with effective prioritization skills.Experience with GoTo phone system or similar platforms preferred.EEOFollett 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:
recruiting@follettsoftware.com
#J-18808-Ljbffr
include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Perform customer service and order fulfillment responsibilities as required, including but not limited to:Accurately resolve customer calls/emails in a timely manner while providing a high-quality customer experience.Efficient in navigating multiple systems and utilizing troubleshooting skills to find the best resolution available for the customer on the first call.Accurately enter new orders for products, services, and renewals. Create Support quotations when needed.Follow up in a timely manner on existing orders to receive information needed to complete order.Collaborate with team members and other departments to provide customers with a full-service experience, while providing them with knowledge of their resources.Complies with all company policies and procedures; maintains respectful relationships with coworkers.Serves as a liaison between management and team members by communicating assigned tasks when management is not present.Assists with and coaches other team members, as part of training and daily coordination and collaboration with other teams and departments.Reports customer issues and customer complaints to management.Completes special assignments and other tasks as assigned.To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.Qualifications include:Education: High school diploma or equivalent.3-5 years of experience in Customer Service, Order Entry or Data Entry; experience in order management, account management or similar would be considered an advantage.Experience working with Oracle Business Suites, Salesforce.Demonstrated proficiency with Office 365 products, primarily Microsoft Word and Excel.Exceptional interpersonal and customer service skills, with strong communication and collaboration abilities.Efficient multitasker in fast-paced environments.Detail-oriented and focused, able to handle distractions and multiple demands.Proactive and reliable, taking initiative and contributing to projects.Professional in handling organizational issues and customer escalations.Dedicated to customer satisfaction, ensuring positive outcomes.Accountable and deadline-oriented, with effective prioritization skills.Experience with GoTo phone system or similar platforms preferred.EEOFollett 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:
recruiting@follettsoftware.com
#J-18808-Ljbffr