Customer Success Representative

Job Responsibilities:
· Process customer orders received through phone, email, fax, and other communication channels

· Verify order information for accuracy and completeness prior to processing

· Proactively communicate with customers, sales teams, and account managers to obtain missing information and resolve order issues

· Research and resolve shipping, billing, and order-related inquiries in a timely manner

· Process customer payments, including credit card transactions

· Manage order returns accurately and efficiently while ensuring compliance with company procedures

· Deliver professional, courteous, and solution-oriented customer service across all customer interactions

· Resolve customer issues on first contact whenever possible while maintaining a positive customer experience

· Provide basic technical support and troubleshooting assistance for products and services

· Escalate complex customer concerns to the appropriate team members or managers as needed

· Utilize internal systems and technology platforms to maintain accurate customer and order records

Required Qualifications, Capabilities, and Skills:
· High school diploma or equivalent

· +2 years of customer service, order processing, administrative support, or related experience

· Experience interacting directly with customers through phone, email, or other communication channels

· Experience working with business software and technology platforms

· Strong attention to detail and commitment to accuracy

· Excellent verbal and written communication skills

· Strong listening skills and ability to effectively understand customer concerns

· Demonstrated problem-solving and critical-thinking abilities

· Ability to manage multiple priorities in a fast-paced environment

· Proficiency with Microsoft Office applications

· Strong customer service orientation and commitment to customer satisfaction

Preferred Qualifications, Capabilities, and Skills:
· Associate degree or coursework in Business, Accounting, Marketing, or a related field

· Experience in order processing, customer support, accounts receivable, or order-to-cash operations

· Experience supporting customers in a publishing, education, or eLearning environment

· Familiarity with ERP platforms such as NetSuite

· Experience handling billing, returns, shipping, and payment-related customer inquiries

· Experience providing basic technical support or troubleshooting assistance

· Demonstrated desire to learn, grow, and expand responsibilities

Thrive Beyond the Basics: Our Perks Package
We believe your dedication deserves more than just a paycheck. That's why we offer a comprehensive perks package designed to support your well-being and fuel your passions. Here's a taste of what awaits you:

Competitive Benefits: Health, dental, vision, and life insurance plans to keep you and your loved ones covered. Plus, a healthy contribution to your 401(k) retirement savings.

Work-Life Harmony: We prioritize a healthy balance. Enjoy generous paid time off, including vacation, sick leave, volunteer and other "personal" days, to recharge and explore your interests.

Wellness Programs: Stay healthy and happy with an on-site fitness facility in our HQ, discounts on gym memberships, and wellness initiatives to support your physical and mental well-being.

Continuous Learning Opportunities: As an education company, we believe in the power of learning. Access our extensive library of educational resources, courses, and workshops to enhance your skills and knowledge in both professional and personal development areas.

Flexible Work Arrangements: We understand the importance of work-life balance. Enjoy flexible work hours and remote work options, allowing you to manage your schedule and responsibilities effectively.

Opportunities for Growth and Advancement: We're committed to helping you reach your full potential. Benefit from opportunities for career growth and advancement through mentorship programs, volunteer opportunities, performance evaluations, and ongoing feedback/coaching sessions.

Employee Assistance Program: Life can be unpredictable, and we're here to support you through challenging times. Access our employee assistance program for confidential counseling, legal assistance, and other support services.

And More!