Customer Service Representative Job at Follett Software

Job Description

The Customer Service Representative position, as part of the Customer Success department, accurately enters orders on the software and technology team to meet business and customer need. This individual provides customer support via the telephone, internet and email and handles all customer inquiries and resolves support issues for order processing, warranty or billing, etc. Maintain post-sale contact with customers to facilitate a positive and productive long-term relationship.

Job Responsibility

Accurately resolve customer calls/emails in a timely manner while providing a high-quality customer experience, and documenting in system(s) as required
Efficient in navigating multiple systems and utilizing troubleshooting skills to find the best resolution available for the customer on the first call
Meet/Exceed adherence to schedule at 90% or above to drive an efficient customer experience
Accurately enter new orders for products, services, and renewals, and documenting in system(s) as required
Create or modify 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
Comply with all company policies and procedures
maintain respectful relationships with coworkers
Coordinate with other departments (CRM, Order Entry, Sales, Accounts Receivable, Sales Enablement, etc.,) in handling purchase orders and providing service to customers
Assist with training and daily coordination and collaboration with other teams and departments
Reports customer issues and customer complaints to management

Requirements

High school degree or equivalent
1-3 years’ experience in customer success/account management in support of revenue clients
Strong troubleshooting and analytical ability
Self-starter, positive, creative problem solver
Ability to manage multiple customers' demands with excellent time management skills
Strong organizational and project management skills
Thrives in fast-paced environments, embraces challenges with a 'can-do' attitude, is independent and demonstrates proactive strong problem-solving skills
Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles
Effective interpersonal and written and verbal communication skills
Detail oriented with accurate data entry skills
Proficient PC and technical/software skills

Nice to have

Preferred experience with GoTo phone system or similar platform
Preferred experience with Oracle Business Suites and at least beginner level Microsoft Word and Excel

What we offer

Fully remote work
Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching
Company-paid disability and life insurance, with the option to enhance coverage through voluntary plans
Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time
Retirement savings with employer match, vesting every pay period
Flexible Spending Accounts for healthcare and dependent care
Optional supplemental coverages, such as accident, hospital, and critical illness insurance, identity theft and credit monitoring, and legal protection services
Meaningful recognition and tangible rewards that celebrate achievements, fuel motivation, and recognize both individual and team success

Follett Software - All Job Offers