Seasonal Customer Success Representative

COMPANY PROFILE

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum, Wit & Wisdom®, Eureka Math™ and PhD Science™, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

For additional information please visit: www.greatminds.org

OUR MARKET POSITION

Great Minds’ Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

Job Purpose

The Seasonal Customer Success Representative must have a positive attitude and a passion for delivering effective service to all customers. This entry-level position reports to the Customer Success Supervisor and is a member of the Great Minds Operations Team. This position is remote and will be responsible for handling inbound calls along with a host of customer inquiries in high volumes, pre- and post-sales support, and providing overall customer satisfaction. The ideal candidate should be tech-savvy, able to quickly grasp new concepts, and be able to work efficiently in a remote team setting. Candidates should also be able to cover up to 8 hours of the call center hours of operation between 7 AM and 8 PM EST.

Responsibilities

• Works collaboratively with several Great Minds teams as well as other members of the Customer Success Team

• Assists customers via incoming calls, voicemails, emails, and web inquiries regarding print product offerings, professional development options, order placement, and shipping/receiving of materials in high volumes

• Routes inquiries to the appropriate Great Minds team(s) for assistance

• Handles various related projects as needed

• Practices consistent and concise communication with both customers and internal contacts

• Keeps clear and meticulous records of customer interactions through the organization’s Customer Relations Management (CRM) tool

  • Assists in CRM data validation and management

  • Tracks orders through various stages of fulfillment

Requirements

Requirements

• Self-motivated with excellent creative and proactive problem-solving skills

• Incomparable people skills with the ability to handle difficult situations with poise

• Willingness to learn about company products and policies to better assist customers

• Ability to efficiently multi-task in a fast-paced environment

• Excellent verbal and written communication skills

• Highly proficient with Microsoft Office

• Experience utilizing Salesforce or other CRM software (preferred)

• Ability to work remotely in a professional and secure environment

Required Education

High school degree with minimum 1-3 years' experience in a customer service-related field

Status

• Seasonal (May through September)

• Hourly Pay = $19/hr

Location

Remote

Details

• Must have consistent high-speed internet access

• Must utilize personal computer (Chromebooks or tablets not sufficient

A cover letter and resume are required to be considered for this position.

New employees will be required to successfully complete a background check.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domains greatminds.org or greatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contact security@greatminds.org

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organization’s commitment to the principles of fair employment and the elimination of all discriminatory practices.

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