Customer Service Representative (Join Our Growing Team!)
Reading Plus | Winooski, VT
You are an important member of our Customer Success Team, responsible for proactively and reactively supporting Reading Plus customers who use our web-based software: teachers/administrators, students and parents. You are a natural problem solver and troubleshooter who tracks frequently asked questions and user feedback in order to improve our customer's experience.
You are web savvy, an excellent communicator, and have wonderful people skills. You are naturally customer focused, with the ability to teach end users not only how to fix the symptom but how to resolve the root cause. Our customers will be empowered and delighted by your service. This is an excellent position for someone who has excellent service skills and is inspired by our mission to change how students read and is motivated by this professional growth opportunity.
o Embody the Reading Plus vision and mission
o Inspire and influence teachers/administrators/parents/end-users to utilize Reading Plus to its fullest potential
o Create a memorable experience with every customer contact
o Record each customer contact, document reason for contact, the reported symptom, root cause and resolution
o Resolve Level 1 & Level 2 technical contacts within service levels
o Maintain technical support documentation and knowledge library
o Utilize knowledge gained from customer contact to improve ongoing support and future product development