What are the responsibilities and job description for the Customer Support Specialist 1 position at Perfection Learning?
Our mission is to partner with educators on solutions that break down learning barriers and help all students realize their potential. With innovative digital and print curriculum in 6-12 language arts, Advanced Placement courses, and a wide range of other subjects and grade levels, we are experiencing rapid growth as schools transition to blended learning. As a family-owned business since 1926, we build for the long term through a continual investment in our team where everyone is expected to take initiative, work together, think critically, as well as learn and grow as individuals.
Summary
We are looking for a customer-focused, tech-savvy, and service-minded professional to join Perfection Learning as a Customer Support Specialist 1. This role performs the daily customer service tasks of entering orders, answering customer phone calls, managing support cases for customer experience issues, and supporting our sales team as needed. This position is integrated with our customer technical support team and allows for growth to Customer Support Specialist 2 as additional skills are developed.
Essential Duties And Responsibilities
- Create and maintain customer records, including individual, school, and contact setup and validation, ensuring accurate data capture and updates in all relevant systems.
- Manage the creation, validation, and maintenance of customer contacts and school records, including school validation workflows and updates to addresses and related information.
- Prepare and process proprietary, trade, and specialized quotes, ensuring correct pricing rules and documentation are followed.
- Enter, modify, and manage a variety of sales orders and purchase orders following established checklists and standard operating procedures.
- Process RMAs and returns, including creation of call tags and return authorizations, and ensure accurate tracking and resolution of return-related issues.
- Monitor and manage support cases for customer experience issues, documenting details, updating status, and collaborating with colleagues to drive resolution.
Qualifications
- Demonstrated ability to independently provide customer support.
- Strong analytical and problem-solving skills with the ability to identify root causes and recommend corrective actions
- Strong technical aptitude
- Excellent verbal and written communication skills
- Ability to manage multiple customer support requests simultaneously while maintaining accuracy and attention to detail.
Physical Requirements
- Repetitive motions that include the wrists, hands, and/or fingers.
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods.
- Visual perception to perform job including peripheral vision
Perfection Learning complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regard to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation, or military status.