Customer Service Representative - Burlington, United States - Ascend Learning

Ascend Learning Burlington, United States

3 weeks ago

Description

** Customer Service Representative**

**Job Category****:** Customer Service **Requisition Number****:** CUSTO03393 Showing 1 location **Job Details**

**Description**

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principal realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K.

Jones & Bartlett Learning combines authoritative content with innovative technology to help educators teach more effectively and students learn more efficiently. Our comprehensive suite of print and digital education performance management solutions is designed to enrich the educational experience and deliver results for secondary, post-secondary and professional education markets.

The Customer Service Representative is responsible for supporting the company by fulfilling and tracking sales orders, answering questions, seeking appropriate answers for order inquiries, and ensuring that customers needs have been met satisfactorily. The Customer Service Representative will provide accurate and timely services in a professional manner. The Customer Service Representative will ensure orders are evaluated and processed according to the selling terms specific to each customer type. In addition to textbooks, some of the learning materials that require support include learning management systems, access codes, assessment tools, and customized curriculum.

Responsibilities:

Service incoming and outgoing phone and email inquiries from clients and answer questions, process requests, or direct to the appropriate person.

Handle all customer communications within established customer service guidelines.

Receive and process orders for books, media or instructor materials via phone, fax or Internet from bookstores, distributors, training centers and individuals.

Accurately and efficiently track customer orders and solve order billing, shipping and fulfillment problems as they arise.

Quote and explain pricing, freight charges and availability of stock to customers.

Maintain working knowledge of products, access code procedures, and internal systems.

Liaison with outside warehouse to verify information such as ship date and freight charges.

Research and solve issues associated with shipping orders, product information, pricing for customers, as well as for the sales organization.

Direct customers to appropriate resources when necessary.

Assist, when requested, with processing the end-of-day reconciliation.

Experience and Qualifications:

College degree preferred, or equivalent experience.

Strong administrative, organizational and computer skills, and the ability to work at a fast pace providing customer support in order processing.

Previous office environment experience in sales, customer service or marketing support.

Excellent knowledge of computers and applications, including Word, Excel, PowerPoint, database and the Internet.

Prioritizing and multitasking skills, as well as oral and written communication skills.

Ability to respond to requests with sense of urgency and take initiative as needed.

Knowledge of or familiarity with publishing, vocational educational, or sales is a plus.

Excellent phone skills, with a pleasant, professional manner, to maintain positive telephone contact with customers.

Extensive experience working under pressure and managing multiple tasks is required. Ability to set appropriate priorities, respond to changes, and demonstrate flexibility in dealing with daily demands and high volume.

Attention to detail and accuracy in fulfilling customer requirements and management requests.

Strong interpersonal communication skills to support team goals and organization.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

#LI-JD1

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