Job Overview
We are seeking a motivated and detail-oriented Customer Service Operations Associate to join our dynamic team in a fully remote capacity. In this pivotal role, you will be at the forefront of providing outstanding customer support to educators and educational institutions, ensuring they effectively utilize our digital products. You will collaborate closely with various internal… teams, particularly Sales, to manage essential operational tasks such as data entry, order processing, invoicing, and maintaining our CRM systems.
Key Responsibilities
• Respond to customer inquiries through phone, chat, email, and request forms using CRM tools (Zoho and Zoom phone).
• Update CRM tickets to accurately reflect the status of customer issues and conduct necessary follow-ups.
• Process purchase orders and payments for both print and digital products.
• Ensure accurate tracking and delivery of print orders.
• Generate and send invoices to customers in a timely manner.
• Conduct data entry tasks associated with accounts payable, purchase orders, and inventory management.
• Assist with technical integrations (SSO/Rostering) using third-party tools and internal systems.
• Support customers in manually registering teachers on our online platform.
• Provide Tier I technical support for digital offerings and coordinate with other teams for Tier II support when necessary.
• Facilitate the SaaS contract process for new and renewing customers.
• Confirm customers’ access to digital products by updating internal tools.
• Engage in various research and reporting projects as required.
• Perform additional duties as assigned.
Required Skills
• Proficient in Microsoft Excel.
• Experienced with CRM systems (Zoho preferred).
• Strong communication skills, both written and verbal.
• Fast and accurate typing or chat response speed.
• Excellent critical thinking and analytical abilities.
• Capacity to work a flexible schedule between 8:00 AM and 5:30 PM CST.
Qualifications
• Minimum of 2 years of experience in customer service or technical support, ideally in a call center or operations environment.
• Familiarity with the education or ed-tech sector is advantageous.
• Previous experience in a fast-paced, deadline-driven environment is preferred.
• Remote work experience is an asset.
• High school diploma required; an Associate’s degree or higher is preferred.
Career Growth Opportunities
As a Customer Service Operations Associate, you will have the chance to enhance your skills in customer service and operations within the educational technology sector. This role provides a pathway for advancement to positions with greater responsibilities as you grow with our company.
Company Culture And Values
Our organization is committed to fostering a supportive and collaborative work environment. We prioritize innovation and teamwork, encouraging all team members to share ideas and contribute to our mission of delivering exceptional service to our customers.
Compensation And Benefits
• Comprehensive medical, dental, vision, and life insurance options, with 100% employer-paid HDHP for eligible employees and their families.
• 401K plan with company matching.
• Flexible vacation and sick leave policy, alongside nine paid holidays and a winter office closure from December 24th to January 1st.
• Additional perks and benefits available for full-time employees.
Employment Type: Full-Time
