Customer Support Representative, PST Hours

This is a fully remote position, open to applicants in District of Columbia.

📋 Description

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

• Oversee issue resolution from inception to completion, collaborating with Logistics, Print Operations, and Sales teams.

• Track and evaluate customer support patterns to pinpoint recurring problems and suggest enhancements to processes.

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

• Contribute to the development of Standard Operating Procedures (SOPs), email templates, and knowledge base documentation.

• Maintain a comprehensive understanding of Great Minds’ products, services, and policies.

• Communicate with customers and internal stakeholders in a clear, professional, and timely manner.

• Keep accurate records of customer interactions in Salesforce CRM.

• Engage in cross-functional projects that improve customer experience and operational efficiency.

⛳️ Requirements

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

• Proven ability to address customer inquiries and facilitate issue resolution across various teams.

• Strong analytical and reporting abilities.

• Proficient in Salesforce CRM and Microsoft Office suite.

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

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

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

• High School Diploma or equivalent is required.

• A cover letter and resume must be submitted.

• New hires are required to successfully complete a background check.

• Must have legal authorization to work in the United States.

• Must confirm availability to work from 9 AM to 5 PM PST.

• Preferred: Experience in education, publishing, or logistics sectors.

• Preferred: Proficiency in Salesforce, particularly in creating and managing reports and dashboards.

• Preferred: Familiarity with Smartsheet or SharePoint.

• Preferred: Experience in supporting process improvement or workflow automation projects.

• Preferred: Experience with NetSuite or similar ERP systems.

🏝️ Benefits

• Equal opportunity employment.

• Mission-driven work that supports schools and educators.