Remote Customer Success Specialist — Education Tech

Follett Software, LLC; Chicago (IL); Remote; USD 36,000 - 52,000; Full time

Job summary

Follett Software, LLC is seeking a Customer Service Representative to join the Customer Success team. The role focuses on accurate order entry and post-sale support to meet business and customer needs.

The representative will handle inquiries via phone, web, and email, resolving issues related to orders, warranty, or billing. Building positive, long-term customer relationships is essential.

Qualifications

• High school degree or equivalent.
• 1-3 years’ experience in customer success/account management in support of revenue clients is necessary.
• Strong troubleshooting and analytical ability; self-starter with problem-solving skills.
• Ability to manage multiple customers' demands with excellent time management skills.
• Strong organizational and project management skills.
• Proactive and independent with a customer-outcome focus.
• Effective interpersonal and written and verbal communication skills.
• Detail oriented with accurate data entry skills.

Responsibilities

• Enter new orders for products, services and renewals with accuracy.
• Provide customer support via telephone, internet and email; handle inquiries and resolve issues.
• Maintain post-sale contact to enable long-term relationships.
• Navigate multiple systems and use troubleshooting to resolve issues on first call.
• Create or modify support quotations as needed.
• Follow up on existing orders to gather required information.
• Collaborate with other departments to provide a full-service customer experience.
• Ensure compliance with company policies and maintain respectful relationships.
• Assist with training and coordination across teams.

Skills

Customer service

Problem-solving

Time management

Communication

Multi-system navigation

Education

High school diploma

Tools

GoTo phone system

Salesforce

Microsoft Word

Microsoft Excel

Job description

Follett Software, LLC is seeking a Customer Service Representative to join the Customer Success team. The role focuses on accurate order entry and post-sale support to meet business and customer needs.

The representative will handle inquiries via phone, web, and email, resolving issues related to orders, warranty, or billing. Building positive, long-term customer relationships is essential.