Customer Service Representative

Company Overview

Everything we do is for educators. We're partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students' lives, we can change the world.

Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.

The Customer Service Representative position, as part of the Customer Success department, accurately enters orders on the software and technology team to meet business and customer need. This individual provides customer support via the telephone, internet and email and handles all customer inquiries and resolves support issues for order processing, warranty or billing, etc. Maintain post‑sale contact with customers to facilitate a positive and productive long‑term relationship.

• Accurately resolve customer calls/emails in a timely manner while providing a high‑quality customer experience, and documenting in system(s) as required.
• Efficiently navigate multiple systems and utilize troubleshooting skills to find the best resolution available for the customer on the first call.
• Meet/Exceed adherence to schedule at 90% or above to drive an efficient customer experience.
• Accurately enter new orders for products, services, and renewals, and document in system(s) as required. Create or modify support quotations when needed.
• Follow up in a timely manner on existing orders to receive information needed to complete order.
• Collaborate with team members and other departments to provide customers with a full‑service experience, while providing them with knowledge of their resources.
• Comply with all company policies and procedures; maintain respectful relationships with coworkers.
• Coordinate with other departments (CRM, Order Entry, Sales, Accounts Receivable, Sales Enablement, etc.) in handling purchase orders and providing service to customers.
• Assists with training and daily coordination and collaboration with other teams and departments.
• Reports customer issues and customer complaints to management.
• Other tasks and duties as assigned.

• High school degree or equivalent.
• 1‑3 years’ experience in customer success/account management in support of revenue clients is necessary.
• Strong troubleshooting and analytical ability. Self‑starter, positive, creative problem solver.
• Ability to manage multiple customers’ demands with excellent time‑management skills.
• Strong organizational and project management skills.
• Thrives in fast‑paced environments, embraces challenges with a "can‑do" attitude, is independent and demonstrates proactive strong problem‑solving skills.
• Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
• Effective interpersonal and written and verbal communication skills.
• Detail oriented with accurate data entry skills.
• Preferred experience with GoTo phone system or similar platform.
• Preferred experience with Oracle Business Suites and at least beginner level Microsoft Word and Excel.
• Proficient PC and technical/software skills.

• Fully remote work
  , giving you the flexibility to do your best work from anywhere in the continental U.S. (unless otherwise noted).
• Subsidized healthcare plans
  , including orthodontic coverage, with HSA option that includes employer matching.
• Company‑paid disability and life insurance
  , with the option to enhance coverage through voluntary plans.
• Robust Paid Time Off
  , including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time.
• Retirement savings with employer match
  , vesting every pay period.
• Flexible Spending Accounts for healthcare and dependent care.
• Optional supplemental coverages
  , such as accident,…