Customer Operations Specialist - Follett Content Solutions LLC : Job Details

Follett Content Solutions has been a trusted partner for educators since 1873! We support our educators that touch more than 45 million students worldwide. Follett Content Solutions helps build a diverse collection of print and digital resources to support every student. We are currently hiring for a Customer Operations Specialist. This position is a non-exempt full-time position located in McHenry, IL. The pay range for this position is $21.00 - $23.00 per hour. This position would be eligible for overtime. We offer a hybrid work schedule with 3 days in the office (Monday, Tuesday & Thursday) and 2 remote days (Wednesday & Friday). We offer an array of benefits, to see those benefits click here. Any pay range disclosed is based upon a combination of neutral factors such as required qualifications, experience, education, skill, training, certifications, seniority, etc. Follett Content Solutions reserves the right to provide any successful candidate a salary at the most appropriate level set as a result of such candidate' qualifications, experience, education, skill, training, certifications or seniority. Position Overview: Position provides specialized support in customer service regarding particular programs and processes, along with ensuring customers receive the best experience. Additionally, this role helps support training, quality assurance and communication that facilities the operational aspects of customer service. Key Responsibilities:

• Gift Certificate/Promotional Credit Support:
  • Manage Gift Certificate email inbox which includes researching and responding to inquiries from Order Entry, Accounts Receivable, Dedicated Customer Service Representative, Sales, Customers and IT.
  • Support customer needs by taking direct customer questions or issues on gift certificates/promotional credit orders (credits used as payment on orders).
  • Escalate issues with Gift Certificates/promotional credits to the appropriate team and collaborate to help enhance improvements with the process.
  • Review data to identify unused funds or where to address potentials issues with orders or credits.
  • Work closely with promotional credit partners (e.g. Literati, Scholastic, etc.) on reporting needs and customer issues.
  • Proactive order management where gaps in funds pose potential customer issues.
• Title EZ Subscription Management:
  • Take direct calls from Sales and customers and provide assistance on how to place new orders, renew existing subscriptions and manage existing subscriptions through Titlewave.
  • Ensure all Title EZ orders are completed, finalized and delivered to customers in a timely manner. This includes any new quotes for Title EZ orders.
  • Validate all orders have correct account information and are not duplicated. Place renewal quotes to avoid overlapping subscriptions if necessary. Release manually where needed.
  • Review of monthly reporting to address issues with alternate titles or duplication.
  • Work with Curations department on any upcoming titles needing replacement or current orders with unavailable titles.
• Library Customer Service Support:
  • Provide Salesforce support by ensuring new cases are assigned in appropriate queues and/or to the correct dedicated representative.
  • Address any orders and customer cases assigned daily.
  • Provide support to other customer service teams such as Library Customer Service, Order Entry, or Digital Customer Service as needed.
• Operations Training, Reporting and QA:
  • Help support Operations Supervisor with assistance in training new hires, providing remedial training as needed, as well and identifying training/knowledge gaps
  • Run any routine reporting that helps track the customer service team productivity, service metrics and case/order workload.
  • Participate in QA evaluations including documentation and feedback sessions.

Requirements:

• 1-3 years of experience
• High School Diploma or equivalent
• Advanced computer skills

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, without regard to race, color, religion, national origin, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law. As an Equal Opportunity Employer, we are committed to providing reasonable accommodations to job applicants with disabilities. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email or phone.

• Email: Send request to [email protected]
• Phone: Request assistance by calling 800.###.#### x45130

When contacting us, please provide your contact information, the job position or title, and state the nature of your accessibility issue.