Description:
OVERVIEW
The Solution Center Representative (SCR) provides exceptional service experiences to our extensive national network of schools.
As part of the Solution Center team, this position will act as a first line of support for PLTW curriculum and will interface with teachers and administrators when troubleshooting issues to answer their questions and concerns.
A successful SCR will provide friendly and patient customer service while guiding schools through various implementation and support services, identify new opportunities for additional services as well as conduct problem solving techniques to resolve basic types of inquiries.
Must be available to work Thursday through Sunday with overnight hours (7:00PM – 6:00AM ET)
RESPONSIBILITIES
Provide exceptional customer service while guiding the network through various implementation services by utilizing active problem solving.
Resolve basic-intermediate types of implementation and support inquiries including, general program inquiries, basic curriculum assistance, purchasing and order status inquiries, school registration support, IT support, equipment and software inquiries, system and site navigation, and database changes and interactions.
Handle a high volume of customer inquiries both over the phone and by email.
Identify potential, new product / service opportunities.
Collaborate and leverage team to resolve issues for the network.
Perform high volume processes with detailed tracking and accountability using a Customer Relationship Management (CRM) tool.
Perform general administrative duties and other related tasks.
Meet targets for utilization, service level, productivity, and quality.
Support staff members with various projects.
Identify and recommend potential opportunities to incorporate innovative methods and emerging trends within area of expertise.
Other duties as assigned.
Requirements:
QUALIFICATIONS
High School Diploma or equivalency.
PROFESSIONAL SKILLS
A customer-centric approach to all internal and external interactions.
Seeks and embraces diversity of thought, culture, and experience.
Takes pride in the work, celebrates success, and has fun.
Approaches work with curiosity and experimentation.
Ability to multi-task, prioritize, and be detail oriented.
Capability to work collaboratively in a remote-first team environment.
Ability to take initiative and work proactively.
Excellent written and verbal communication skills.
TRAVEL
Occasional travel required.
NOTICE: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the individual for this job.
Duties, responsibilities, and activities may change at any time with or without notice.
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