Customer Engagement Specialist Spokane Washington / Remote

EdClub, Inc.; Spokane (WA); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Free medical, dental, and vision insurance for employees

Generous paid time off

Top-quality IT equipment and support

Casual attire and inclusive work environment

Job summary

A mission-driven edtech company seeks a Customer Engagement Specialist to empower educators through exceptional support. This remote role involves guiding users through our innovative products and enhancing customer experience. Ideal candidates will have strong communication skills and proficiency in common office software. This position offers competitive compensation and benefits, including free medical insurance.

Qualifications

• Exceptional support to users, classroom teachers, and district administrators.
• Collaborate to troubleshoot issues and enhance customer experience.

Responsibilities

• Maintain knowledge of TypingClub and other products.
• Provide excellent customer service via email, tickets, and phone.
• Resolve problems related to product, billing, or orders.
• Coordinate with teams to resolve issues quickly.
• Document and track issues in the software.

Skills

Solid verbal and written communication skills

Ability to speak with confidence and energy over the phone

Excellent virtual presentation skills

Proficient with Excel, Word, and Google Docs

Telephone skills, fielding calls and requests from customers

Ability to type 50 WPM+

Good organization skills

Ability to work both independently and with a team

Education

Bachelor's degree preferred

Job description

We’re seeking a Customer Engagement Specialist to join our mission-driven edtech team and empower educators through exceptional support. In this remote role, you’ll work directly with users, classroom teachers, and district administrators, guiding them to succeed with our innovative learning products. You’ll collaborate closely with our team to troubleshoot issues, share user feedback, and continuously enhance the customer experience.

This position is primarily remote, with occasional travel to meet customers in person and represent edclub at educational conferences and trade shows. To set you up for success, we provide training on our products and ongoing support from a collaborative team passionate about improving education through technology.

Required Skills

• Solid verbal and written communication skills.
• Ability to speak with confidence and energy over the phone.
• Excellent virtual presentation skills.
• Proficient with Excel, Word, and Google Docs.
• Telephone skills, fielding calls and requests from customers.
• Ability to type 50 WPM+.
• Good organization skills.
• Ability to work both independently (with direction) and with a team.
• Bachelor's degree preferred.

Responsibilities

• Maintain a thorough knowledge of TypingClub and other edclub products.
• Provide excellent customer service by answering customer questions over email, tickets, and phone.
• Provide a professional and pleasant ordering experience for customers.
• Provide support to customers by resolving problems with regard to the product, billing, or taking orders.
• Coordinate efforts with other teams and teammates to resolve issues quickly.
• Perform root cause analysis for each issue, escalating as necessary.
• Document and track issues in the software.
• Provide training and documentation for trending issues.
• Assist in improving the quality of the software by examining new features and providing feedback.Update our support help forum with relevant and repeated support topics.
• Help with logistics and setup of trade shows.
• Attend to high-value customers that are assigned to you.

About Company

Edclub develops education technology tools that are effective, customizable, and easy to use. Our flagship product, TypingClub, is the #1 touch typing application used by schools and districts in the United States. Over 10 million users choose TypingClub to learn or improve their typing, and Google recognizes TypingClub as an outstanding learning tool for students of all skill levels and age groups.

Benefits and Compensation

Our compensation philosophy is to provide a competitive total compensation package with benefits, professional development, and continued opportunities for advancement within the company as we grow.

• Free medical, dental, and vision insurance for employees
• Short-term disability
• Long-term disability
• Life Insurance and AD&D
• Employee Assistance Program focused on mental and emotional wellbeing

Retirement

Information about retirement benefits will be provided upon request.

Flexibility and Time Off

• Generous and flexible paid time off for vacation, sick leave, and bereavement

Paid Parental Leave Plan

• Top of the line quality IT equipment, support, standing desks, and accessories
• Travel, parking, and Metro allowance

Flexibility and remote work availability

• Onsite group meals & snacks and yes, a treadmill desk!
• Casual attire and a stress-free, inclusive work environment
• On and offsite company events
• Fun and exciting wins!

EEOC

EdClub, Inc. is proud to be an Equal Employment Opportunity workplace committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.