Job description
Job Description:
JOB PURPOSE
Provide Customer Service for external customers by answering all customer inquiries across the zone. Assist in supporting our territory teams with customer related activities, and provide support on special service related programs.
RESPONSIBILITIES
- Handle customer calls, faxes and e-mails; prioritize customer needs and respond in a timely, accurate, courteous and professional manner.
- Maintain high level process, product, and program knowledge in order to make appropriate suggestions on best course of action relating to customer questions and concerns.
- Develop specialization expertise within Financial Form and Scholastic Dollars areas so superior service and support can be provided for customer inquiries and issues.
- Ensure all Scholastic Book Fairs policies and procedures relating to customer concerns are followed, adhered to and documented within the appropriate systems.
- 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.
- Maintain strong working relationships with the zone team to ensure connectivity between processes and customer satisfaction.
- Maintain regular attendance in accordance to schedule with the ability to work overtime and flexible with varying shifts as needed.
- Lead through Scholastic’s mission; create vision and inspire others to understand Scholastic’s culture, values, and goals.
- Participate in team training programs, meetings and other activities as appropriate.
- Perform other duties as assigned.
Qualifications
Job Requirements
- High School diploma or GED certificate required.
- Minimum two years customer service or business-related experience required.
- Demonstrated customer service skills-experience with customer complaints and resolution, maintaining a professional demeanor.
- PC skills, MS Product (Excel, Word, Outlook etc), Web Ex and Skype a plus.
- Ability to organize, multitask and prioritize work with strong attention to detail meeting deadlines as needed.
- Strong math skills a plus.
- Ability to work in a fast-paced call volume environment, call center background a plus.
- Strong verbal & written communication skills.
- Ability to get along with co-workers and adapt well to changes.
- Ensure adherence to all local, state, and federal laws, including but not limited to OSHA, DOT, and EEOC.
Time Type:
Full time
Job Type:
Regular Seasonal
Job Family Group:
Cust Svc & Call Center
Location Region/State:
Florida
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
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