28 days old

Solution Center Representative - Remote

Project Lead The Way
Indianapolis, IN 46240 Work Remotely
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  • Job Code
    145415662

The Solution Center Representative (SCR) provides exceptional service experiences to our extensive national network of schools. As part of the Solution Center team, this position will act as a first line of support for PLTW curriculum, and will interface with teachers and administrators when troubleshooting issues to answer their questions and concerns. A successful SCR will provide friendly and patient customer service while guiding schools through various implementation and support services, identify new opportunities for additional services as well as conduct problem solving techniques to resolve basic types of inquiries.

Responsibilities

Provide exceptional customer service while guiding the network through various implementation services by utilizing active problem solving

Resolve basic-intermediate types of implementation and support inquiries including

General program inquiries

Basic curriculum assistance

Purchasing / order status inquiries

School registration support

Equipment and software inquires

Tier 1 IT support

System and site navigation

Database/contact information changes and interactions

Identification of new opportunities for additional PLTW services

Handle a high volume of customer inquiries both over the phone and by email

Identify potential, new product / service opportunities

Collaborate and leverage team to resolve issues for the network

Perform high volume processes with detailed tracking and accountability using a Customer Relationship Management (CRM) tool

Perform general administrative duties and other related tasks

Meet targets for utilization, service level, productivity, and quality

Support staff members with various projects



Knowledge

High School Diploma required; associate degree or equivalent collegiate coursework preferred

Skills and Abilities

Customer service experience required

Ability to develop expertise quickly in PLTW products / services, mission and systems of PLTW

Ability to leverage various resources (internal customer portal, customer relationship management tool, team members, and reference documents) to quickly answer inquiries

Attention to detail and exceptional verbal and written communication skills are a must

Professional phone etiquette and ease in using a multi-line telephone system

Ability to work independently, take initiative and complete self-directed training activities

Knowledge of Microsoft Office

Ability to thrive in a team-oriented, collaborative environment

Accountable and consistently meets deadlines

Commitment to continuous improvement, personal growth and development





PI145415662

Posted: 2021-08-31 Expires: 2021-10-04

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Solution Center Representative - Remote

Project Lead The Way
Indianapolis, IN 46240

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