What pairs more perfectly with pepperoni pizza than a prize? (Say that 3 times fast)
Pizza! Prize! Praise!
That’s the foundation of the BOOK IT! Program! Established in 1984, BOOK IT! is the largest and longest-running corporate supported reading program, specifically for Pre-k through 6th grade classrooms. It encourages reading by providing certificates to classrooms and homeschool families for free personal pan pizzas in our stores across the US. BOOK IT! has 2 programs, the traditional which runs October through March for teachers and homeschool families, and Camp BOOK IT! which runs from June through August for parents. The BOOK IT! Support Associate will provide support to the BOOK IT! team by providing outstanding operational and customer service needs via phone, email, and social media.

RESPONSIBILITIES:

• Customer service - Provide customer service and support to teachers and parents via phone calls, emails, and social media messages.
• Resolution – Analyzing and troubleshooting basic user issues, providing effective solutions or guidance, and escalating where appropriate.
• Administration - Ensure that all new teachers meet the BOOK IT! requirements and process new school tasks through the BOOK IT! application.
• Feedback – Gather feedback from users to help improve application and/or support processes.
• Performance Metrics – Meet or exceed key performance indicators defined by SLA such as response time, resolution rate, etc.
• Multitasking – Managing customer inquiries simultaneously while maintaining tasks.
• Documentation – Maintain accurate record of customer interactions and resolution for future reference and analysis.
• Team player – Collaboration with other BOOK IT! program professionals on identified trends, user suggestions, and key projects.

FACTORS OF SUCCESS NECESSARY:

Required:

• 1-3 years of previous customer care experience either in-person, via phone, or through online channels within the retail, restaurant, administrative industries
• Experience in Microsoft Office, specifically Excel and Outlook
• Ability to analyze issues, identify root cause, and provide effective solutions
• Excellent verbal and written communication skills, both internally and externally
• Time management and a strong ability to multitask and meet determined SLA
• Hybrid schedule - 2 days in-office required

Preferred: 

• Basic technical proficiency for troubleshooting
• Knowledge of Braze platform a plus
• Basic knowledge of BOOK IT! Program