Customer Support Representative
About The Position
The Customer Support Representative serves as a trusted partner to both customers and internal teams by delivering high-quality support, resolving complex issues, and ensuring a seamless customer experience. This position provides advanced pre- and post-sales support, prioritizes customer relationships, and collaborates cross-functionally to ensure timely and accurate service delivery. This role is ideal for a service-oriented professional who thrives on problem-solving, process improvement, and driving customer satisfaction in a fast-paced, mission-driven environment.
Requirements
- 3 years of customer service experience in a fast-paced, high-volume environment.
- Demonstrated ability to resolve customer inquiries and drive issues to resolution across multiple teams.
- Strong analytical and reporting skills with proficiency in Salesforce CRM and Microsoft Office.
- Excellent communication, organization, and time-management skills.
- Self-motivated, proactive, and adaptable to evolving priorities and systems.
- Commitment to Great Minds’ mission and to deliver outstanding service to schools and educators.
- High School Diploma or equivalent
Nice To Haves
- Experience in education, publishing, or logistics
- Proficiency with Salesforce, including creating and managing reports and dashboards
- Familiarity with collaboration and task management tools such as Smartsheet or SharePoint
- Experience supporting process improvement or workflow automation initiatives
- Experience working with NetSuite or similar ERP systems.
Responsibilities
- Serve as the primary point of contact for customer inquiries related to orders, shipments, and product information.
- Manage issue resolution from start to finish, coordinating with Logistics, Print Operations, and Sales teams to ensure timely and accurate delivery.
- Monitor and analyze customer support trends to identify recurring issues and recommend process improvements.
- Partner with Operations, Sales, and Program teams to support accounts and improve communication workflows.
- Contribute to the creation and refinement of Standard Operating Procedures (SOPs), email templates, and knowledge base documentation.
- Demonstrate a thorough understanding of Great Minds’ products, services, and policies to deliver accurate and consistent information.
- Communicate clearly, professionally, and promptly with both customers and internal stakeholders.
- Maintain accurate and detailed records of customer interactions in Salesforce, the organization’s Customer Relationship Management (CRM) system.
- Participate in cross-functional initiatives that enhance customer experience and operational efficiency.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
