Job Description

This is a remote position.

Job Summary

The Customer Service and Operations Associate (CSOA) is responsible for providing exceptional customer service and technical support to our customer base of educators and educational institutions. The CSOA also provides operational support to other functional areas of the organization primarily Sales. This involves data entry reporting order processing invoicing and maintenance of CRM data.

This is a fulltime remote position open to all candidates with preference to those residing in Texas.

Supervisory Duties/Responsibilities

• None
  

Duties/Responsibilities

• Utilizes CRM systems (Zoho and Zoom phone) to respond to customer inquiries via phone chat email and request form fills.
  
• Updates CRM tickets to reflect appropriate status of customer issues.
  
• Tracks issues requiring followup responds and records appropriately.
  
• Process purchase orders and other forms of payment for print and digital products.
  
• Ensure print orders are requested and delivered.
  
• Create and send invoices to customers.
  
• Performs data entry related to accounts payable purchase orders and print inventory.
  
• Performs technical integrations (SSO/Rostering) for customers via 3rd party tools and internal systems.
  
• Assists customers with manual registration of teachers into the online platform.
  
• Provides Tier I tech support for digital product customers.
  
• Coordinates Tier II tech support and bug resolution with appropriate departments.
  
• Provides access to trial/sampling customers.
  
• Manages SaaS contract process for new and renewing customers.
  
• Updates internal tools to ensure customers have appropriate access to digital products.
  
• Research and reporting projects as assigned.
  
• Other duties as assigned.
  

Requirements

• Highly proficient in Excel
  
• Experience with CRM systems (Zoho preferred)
  
• Excellent written and verbal communication skills
  
• Highly proficient typing/chat speed.
  
• Critical thinking and analytical skills.
  
• Able to work a flexible schedule between 8:00am and 5:30pm CST.
  

Experience and Education Needed:

• 2 years experience in customer service roles ideally in a call center or technical support operations environment.
  
• Experience working in education/education technology preferred.
  
• Experience working in a deadline driven environment.
  
• Experience working remotely.
  
• High School diploma or equivalent Associates or higher degree preferred.
  

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on a computer.
  
• Must be able to lift 15 or more pounds.
  

Benefits

100% employerpaid HDHP other medical coverage options dental vision and basic life insurance are available for benefiteligible employees (and their families). Employees can enroll in our company s 401K plan and receive an employer match. Employees have access to a flexible vacation and sick policy in addition to nine paid holidays a winter office closure between December 24th and January 1st and many additional perks and benefits.

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