Customer Support Representative

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Act as the main point of contact for customer inquiries concerning orders, shipments, and product details.

• Oversee the issue resolution process from beginning to end, collaborating with Logistics, Print Operations, and Sales teams to guarantee timely and precise delivery.

• Track and assess customer support trends to spot recurring issues and suggest process enhancements.

• Collaborate with Operations, Sales, and Program teams to assist accounts and optimize communication workflows.

• Aid in the development and improvement of Standard Operating Procedures (SOPs), email templates, and knowledge base documentation.

• Exhibit a comprehensive understanding of Great Minds’ products, services, and policies to provide accurate and consistent information.

• Communicate clearly, professionally, and promptly with both customers and internal stakeholders.

• Keep precise and detailed records of customer interactions in Salesforce, the organization’s Customer Relationship Management (CRM) system.

• Engage in cross-functional initiatives that enhance customer experience and operational efficiency.

⛳️ Requirements

• 3 years of customer service experience in a dynamic, high-volume setting.

• Proven capability to address customer inquiries and drive issues to resolution across various teams.

• Strong analytical and reporting abilities with expertise in Salesforce CRM and Microsoft Office.

• Exceptional communication, organization, and time-management skills.

• Self-driven, proactive, and adaptable to changing priorities and systems.

• Dedication to Great Minds’ mission and commitment to providing exceptional service to schools and educators.

• Preferred Qualifications: Experience in education, publishing, or logistics; Proficiency with Salesforce; Familiarity with collaboration and task management tools such as Smartsheet or SharePoint.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Remote work options