Irvington Categories:
Customer Support Associate Flat World Knowledge
Due to our strong growth, we are seeking a dedicated individual to provide excellent, high level service to student, bookstore and faculty customers. The work will include managing inbound and outbound communication with customers to assist in their efforts to purchase and use our textbooks, to navigate and use our website, and answer general how to questions and providing information about our products and services.Responsibilities:
Resolve professionally and efficiently all incoming customer service email, chat and phone contacts from students, bookstores and faculty
Provide proactive outbound calls to our existing customers
Process transactions such as placing orders, distributing information, managing cancellations, credits and refunds, providing access to on line products etc
Follow through on order fulfillment status and customer technical issues handled by our vendors and other team members
Report weekly on transaction volume, quality and types
Organize and develop processes to efficiently support customers
Coordinate with other departments to drive process or product changes that will enhance the customer experience
Customize and maintain faculty specific support materials, knowledge base articles and publically accessed documents
Support our Faculty Account Support Team as a back up in activities such as placing our faculty desk copy requests, instructor registrations, processing adoptions, assisting to customize our content, etc
Qualifications:
Our ideal candidate will have:
2-3 years of solid customer or client service experience
Bachelor?s degree
Ability to adapt to change quickly and learn new applications; must be web and tech savvy to provide tech support on occasion
Experience in the education industry is preferred
Must have excellent verbal and written skills and experience resolving concerns with customers over the phone/email/instant message
Familiarity with MS Office Suite and Mac Computers
Capable of troubleshooting and problem solving. Must be able to come up with recommendations and implement business process solutions
Must have a ?can-do? attitude and willingness to get the job done
Capable of working independently with little supervision
Must be passionate about providing great service
Must be self motivated with strong organizational skills and attention to detail
Strong team player with the ability to prioritize and thrive in a fast paced environment
| Location: | Irvington, NY United States |
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Flat World Knowledge
Investors: Tribeca Venture Partners, Valhalla PartnersAll Jobs: at Flat World Knowledge
| Web Site: | www.flatworldknowledge.com |
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| Headquarters: | 00000 United States |
| Industry: | Consumer Products and Services |
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