Customer Account Support Representative (On-site)

Kaplan Early Learning Company • Winston-Salem, NC

2d • Onsite

About The Position

Kaplan Early Learning Company seeks to add a Customer Account Support Team Member! For over 50 years, Kaplan Early Learning Company has been a champion for children. From our research-based curricula to enriching classroom environments and innovative technology solutions, Kaplan's products and services inspire a lifelong love of learning in children and educators. At Kaplan, we come to work every day knowing that we are making an impact on children, families, and educators not only in our local communities, but around the world! We are a national leader in the early childhood educational market, and we remain focused on what makes our organization different - Our People! If you are looking to join an organization where your talents are recognized, we're the team to join. It's often said when you join the Kaplan team you never want to leave - so prepare yourself to partner with a passionate staff who celebrates an average tenure of 15 plus years! Our Customer Service Representative contributes to the overall success of the company and support business operations by servicing accounts to optimize sales and ensure customer satisfaction and retention.

Requirements

• Minimum high school diploma or equivalent.
• Minimum 1 year customer service experience with call center experience with direct customer contact involving complex problem resolution; 2 years customer service experience with call center experience preferred.
• Professional interpersonal skills, excellent follow-up and oral/written communication skills.
• Exhibit initiative and have the ability to handle multiple priorities with a focus on detail and customer satisfaction.
• Must be able to prioritize, resolve problems and make decisions within guidelines.
• Accounts Receivables experience required with proficiency in analyzing account transactions/account reconciliation.
• Proficient math skills, including calculation of percentages, discounts and taxes.
• PC literate proficient in Microsoft Word and intermediate to advanced skills in Excel.
• Good data entry & 10-key skills required.
• Must have ability to work independently and in a team and be flexible to business demands.

Nice To Haves

• Peoplesoft and HubSpot experience a plus, but not a requirement.

Responsibilities

• Respond to customer inquiries regarding service, account and product/shipment issues.
• Analyze solutions and take appropriate action to ensure resolution, documentation and customer satisfaction.
• Coordinate activities with internal departments, vendor/carriers, etc. and communicate information and ensure resolution.
• Assist customer with product selection, requests for pricing, account information and order placement.
• Enter orders into system.
• Edit orders and review for special instructions.
• Contact customers regarding backorders, availability, sizes, colors, NLA substitutions, etc.
• Process and prepare returns and RMA's.
• Assist customers with account receivables, statements and invoicing.

Benefits

• Competitive pay rate
• Paid Time Off including holidays
• Paid Maternity/Paternity Leave
• Supplemental Program
• Childcare Discounts
• Medical, Dental, Vision Insurance
• Matching 401(k) Plan plus a suite of financial educational services to include consultations with licensed representatives
• Short-term disability and long-term disability income replacement programs through Voya Insurance
• Educational Tuition Assistance
• Verizon and AT&T Discount
• YMCA Discount
• Employee Referral Bonus
• LifeMart Discount Shopping Website
• Kaplan Outlet Center Discount
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED