LOCATION

Main Office in Lititz, PA

Anywhere in continental U.S.

Remote available

5 remote works days per week allowed

SCHEDULE

Mon - Fri 8:30am -6pm EST (Hrs the CS department is open. Shifts are based on business needs, Range 20-37.5 hrs)

Possible weekend hours if you elect to represent Demme Learning at a Tradeshow.

COMPENSATION

$14.00 to $22.00 per hour

GENERAL ROLE DESCRIPTION

The Customer Service Representative serves customers in all Demme Learning markets by providing information, demonstrating company products, processing orders, research support, resolution, and follow-up for all customer service questions and issues through customer communication channels (phone, email, chat, and social media platforms). The Customer Service Representative may attend trade shows and conferences as determined by the business need. They may participate in Round Table conversations and assist with writing Support Center articles. The Customer Service Representative focuses on meeting the departmental goal of providing “The Ultimate in Customer Service."

RESPONSIBILITIES
Company And Product Knowldge

• Become knowledgeable of company history, mission, vision, values and products

• Maintain knowledge as products are revised and/or new products are introduced

• Demonstrate understanding and use of the systems required to perform your role as a CSR (HubSpot, Sage, PayPal, VoIP, VMWare, Happeo, Chat, Magento

Create, Document, Research, And Order Support

• Create customer accounts according to business type

• Research, update and maintain all customer account information according to business type

• Prepare and process quote/order placement for all Demme Learning customers with accuracy

• Research and process all customer returns through Sage information system with accuracy

• Research and respond to order questions from all Demme Learning customers through all communication channels

Tracking

• Track all potential corrections sent by customers

• Track all product or system improvements suggestions sent by customers

Follow Up And Resolution

• Resolve all customer service tickets assigned according to SLA guidelines

• Include a Customer Satisfaction Survey before closing a ticket

• Respond to assigned Chats according to SLA guidelines

• Respond to Social Media messages according to SLA guidelines

• Submit Upper-Level Support requests

• Follow up with customers on order quotes greater than 30 days old

• Follow up with customers who’ve received a prepaid return label to ensure product is returned to Headquarters within 30 days

Providing Information

• Responding to customer questions received from all communication channels using Demme Learning policies and procedures

• Provide general placement assistance, direction to our online placement tools, or transfer customers to a Customer Success Consultant when additional assistance is required

• Review product information to customers for all Demme Learning product lines

• Support Lower Level Math inquiries

• Provide general technical support to ensure customers can access all digital products

• Serves the organization by utilizing all company techniques in delivering our brand message and content directly to the customer by attending trade shows

• Participates in customer retention initiatives

• Participates in Round Table conversations

• Suggest and create Support Center articles

EDUCATION

• High School Graduate, homeschool experience preferred

RELEVANT KNOWLEDGE, SKILLS, OR EXPERIENCE

Preferred Knowledge And Skills

• Knowledge of Demme Learning products and use

• Ability to collaborate and support team members

• Highly effective interpersonal skill

• Ability to work in a fast-paced environment

• Proficiency in handling detailed work

• Utilizes resources provided by Demme Learning to be a Life-Long Learner

Preferred Experience

• Organizational skills and experience

• Proficiency in Google Workspace

PHYSICAL DEMANDS

Required Activities

• Sitting for long periods of time

• Extensive typing on QWERTY style keyboard and viewing of lighted computer monitor

• Extensive viewing of lighted computer monitor

• Reaching and bending

• Lifting up to 50 lbs

REQUIREMENTS FOR ALL EMPLOYEES

• Use your best efforts to do your work

• Tell your manager when you don’t understand your work, require more resources or training, or otherwise can’t complete your work for any reason

• Tell your manager as soon as possible (no surprises!) when you encounter obstacles that will stop you from completing your work up to required quality and within the specified deadlines

• Tell your manager when you can get more work done, when you can do it better or faster, or when you can otherwise increase the quality of your work

• Demonstrate behavior consistent with company values and work within prescribed boundaries including company policies, standards, or procedures

• Tell your manager if you observe any employee, vendor, or customer demonstrating behavior inconsistent with company values, policies, standards, or procedures

• Tell your manager when you’re unable to work at your best