Scholastic Book Fairs

About Scholastic Book Fairs

 

Job Category:

Other

Country:

United States

Postal Code:

32746

Approximate Salary:

Not Specified

Lead Customer Care Representative

Scholastic Book Fairs - Lake Mary, Florida

Posted: 09/14/2018

JOB SUMMARY

Provide Customer Service for external customers by answering any and all toll free inbound telephone numbers 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. Answer in/out bound calls, faxes and e-mails relating to all programs supported by Customer Care. Priority is placed on meeting customer needs in a timely, accurate, courteous and professional manner.<?xml:namespace prefix = "o" ns = "urn:schemas-microsoft-com:office:office" />

  2. Serve as first point of contact for all customer related issues.

  3. Investigate, resolve and report all customer related complaints.

  4. Maintain a high level of company-wide knowledge and product expertise in order to make appropriate suggestions on best course of action relating to customer questions and concerns by keeping current on product updates and daily meeting notes, in order to make appropriate suggestions on best course of action relating to customer questions and concerns.

  5. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

  6. Enter all customer information in computer system in a timely and accurate manner. This includes financial information, new orders, phone orders, fax orders and reorders for missing or damaged items.

  7. Maintain good working relationships with all corporate and regional personnel for what purpose to ensure customer satisfaction.

  8. Assist in other Customer Care areas including opening mail (orders), creating mailing labels, preparing envelopes for catalogs as well as additional duties as assigned.

  9. Monitor representative call volume, break schedules and order issues to assure adequate phone coverage and resolution in a timely manner.

  10. Manage and maintain PTO requests and attendance records to assure proper coverage. Report to manager as needed any excessive attendance issue.

  11. Assist representatives with questions related to all supported programs.

  12. Maintain regular attendance in accordance to schedule with the ability to work overtime and flexible with varying shifts as needed.

  13. Participate in team training programs, meetings and other activities as appropriate.

  14. Responsible for performing all duties assigned on special assignments, projects.

  • Distribute daily meeting notes to the customer care team to keep everyone informed of updates and changes in both Lake Mary and Neosho process matters.

  • Maintain and update all standard email responses and templates for Scholastic Book Fairs and Customer Care. Work cross divisionally with the NSO to insure adherence to all internal email format requirements.

  • Assist Manager of Customer Care in design and creation of new programs in customer care
  • Key member of the Catalog Champions team. Participate and schedule monthly and annual national training meetings.
Responsible for handling Tier 2 escalated customer care phone calls and emails. Handle and resolve customer escalated issues on all Customer Care supported programs.

  • Complaints including book content and product issues

  • Work in partnership with Product team, corporate communications, Account Receivable and Regional contacts to ensure customer satisfaction.

Provide support and training of new hires and peers on selected customer care supported programs based on core knowledge such as:

  • Deliver training on selected programs

  • Model desired behavior

  • Mentor new hires

  • Daily meeting notes

Assist manager on administrative duties as assigned such as:

  • Tier three escalations

  • Scholastic Dollars issuance

  • Monitor systems and equipment

  • Work cross department to resolve system issues
  • Assist in design and QA of system enhancement

JOB REQUIREMENTS

  1. High School diploma or GED certificate required.<?xml:namespace prefix = "o" ns = "urn:schemas-microsoft-com:office:office" />

  2. 2 years previous lead role or supervisory experience in customer service preferred.

  3. Minimum five years customer service experience preferred.

  4. Demonstrated customer service skills-experience with customer complaints and resolution, maintaining a professional demeanor.

  5. Required knowledge in the use of office equipment such as mail machine, computer, copier, calculator, fax machine and telephones. Knowledge of Web Ex and Skype a plus.

  6. Strong PC skills, MS Product (Excel, Word, Outlook etc) preferred.

  7. Ability to organize, multitask and prioritize work with strong attention to detail meeting deadlines as needed.

  8. Strong Math Skills required.  Experience in business accounting a plus.

  9. Ability to get along with co-workers and adapt well to changes.

  10. Ability to work in a moderate to fast paced call volume environment.

  11. Call center, call monitoring and call coaching background preferred. 

  12. Strong verbal & written communication skills.

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