Customer Service and Training Representative (REMOTE)

The Great Books Foundation • Chicago, IL

6d • $45,000 • Remote

About The Position

The Customer Service and Training Representative supports all of the Great Books Foundation customers including schools, school districts, adult books groups, and parents. This position will work cross-functionally to provide seamless support to customers. This position also provides support to both the Sales and Training branches of the Foundation by coordinating professional learning courses and events.

Requirements

• 2 –3 years of customer service experience
• Timely follow up and high attention to detail
• Ability to build strong relationships, internally and externally
• Exceptional written, verbal, and interpersonal communication skills
• Strong organizational and follow-up skills
• Ability to collaborate, communicate, and work in an online team environment
• Experience working with CSM/CRM, e-commerce, finance software and Google Workspace strongly preferred.

Nice To Haves

• Bachelor's degree is strongly preferred
• Experience managing events remotely is a plus

Responsibilities

• Coordinate the scheduling and delivery of the Foundation’s Professional Learning programs, including scheduling, organizing and shipping materials for online, in person, and asynchronous events
• Communication with customers via email and out-bound calls to schedule professional learning courses, confirm location, and online and onsite requirements.
• Maintain a timeline for pre-training activities including documentation and materials.
• Supports in follow up and finalizing receipt of purchase orders as related to professional learning courses.
• Collaborate with various internal stakeholders, including the Sales, Training, and Marketing teams
• Maintains course schedules utilizing HubSpot CRM and ecommerce site, ensuring course details and accuracy.
• Finalize courses upon completion. On-board customers and course participants into the Foundation’s Shared Inquiry Learning Center.
• Maintain, explain and enforce GBF scheduling and cancellation policy among staff and customers.
• Liaise with third-party vendors as needed.
• Provide input on customer support tools and share customer feedback.
• Communicate regularly with customers through multiple intake channels (phone, email, fax, webchat, etc.), responding to inquiries and concerns with promptness and attention to detail, and ensuring that customers are satisfied with the resolution of their issues
• Process e-commerce orders, purchase orders and phone/credit card orders using our accounting software (Sage Intacct)
• Liaise with fulfillment warehouse for customer service issues
• Input accurate and timely notes from communications in CRM (HubSpot)
• Accurately process customer returns and credit memos
• Respond to vendor inquiries regarding the Foundation, including updating vendor information and providing documents when requested (W-9, Vendor Forms, etc.)

Benefits

• Benefit-eligible positions offer paid time off including vacation, sick, holiday, and volunteer time, as well as excellent benefits including health, dental, vision, basic AD&D, short-term disability, long-term disability, flexible spending account, dependent care account, and 403(b) retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level