Customer Service Advocate

McGraw-Hill; United States; Remote; USD 27,000 - 40,000; Full time

Job summary

A leading educational publishing company is seeking a Customer Service Advocate to provide remote assistance to customers. Responsibilities include resolving concerns through various communication channels and utilizing Oracle for order updates. Candidates should have at least 1 year of experience, proficiency in Microsoft Office, and strong communication skills. Salary ranges from $27,600 to $40,000, with potential for additional benefits.

Benefits

Full range of medical benefits

Career advancement opportunities

Collaborative work environment

Qualifications

• 1+ years of experience in a related field.
• Proficient in Microsoft Office with excellent communication skills.
• Ability to problem solve independently and analyze data from multiple sources.

Responsibilities

• Provide customer assistance via phone, email or chat.
• Resolve customer concerns with Business Unit contacts.
• Utilize Oracle to update customer sales orders as necessary.

Skills

Customer assistance

Problem solving

Excellent Grammar

Communication Skills

Data analysis

Tools

Microsoft Office

Oracle

Salesforce

Job description

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher's time and a student's learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

In the role of Customer Service Advocate, you will be a trustworthy point of contact for our customers, and the ultimate advocate for their best interests. Working independently, you will understand customer requirements, queries, and proactively identify systemic issues that need to be resolved to prevent future customer concerns. Cross Training is an expectation we have of our associates across each of our customer experience teams. By having a more cross-trained workforce, we have an opportunity to improve the customer experience by increasing the likelihood that the customers will get their issue resolved on the first contact. As an associate, you will gain new skills and knowledge spanning multiple products and platforms across McGraw Hill. This will expose you to different groups and leaders across the company, thus increasing opportunities for career advancement.

This is a remote position open to applicants authorized to work for any employer within the United States.

Responsibilities:

• Provide customer assistance via phone, email or chat
• Conduct validation research using resources included - but not limited to - the internet, phone, email, and other reference tools
• Partner with Customer Service, Business Unit contacts, and Trade Credit to resolve customer concerns
• Utilize Oracle order entry screens to update the customers sales order as necessary to book the order
• Keep current with departmental best practices and business rules for account classification usage
• Meet and exceed departmental goals and metrics

Requirements:

• 1+ years of experience in a related field.
• Proficiency in Microsoft Office.
• Excellent Grammar and Communication Skills.
• Ability to problem solve, work independently, and analyze data from multiple sources to resolve problems accurately.
• Oracle/Salesforce experience preferred.

Why work for us?

At McGraw-Hill, we leverage cutting-edge technology to create innovative learning solutions that support learners at all stages of their educational journey. Our state-of-the-art digital tools and platforms provide personalized, interactive experiences that enhance understanding and retention. Being part of McGraw-Hill means joining a team dedicated to shaping the future of education and making a real impact on students' lives.

The pay range for this position is between $27,600 - $40,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered.

McGraw Hill is an Equal Employment Opportunity employer. We are committed to equal employment opportunity and welcome applications from qualified candidates.