Customer Support Representative

🔥 14 minutes ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $45k - $48k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Great Minds

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

📚 Education

Education

Great Minds is an educational company dedicated to developing high-quality instructional materials for students and teachers. It offers comprehensive curricula in mathematics, English language arts, and science, designed to build deep and enduring knowledge. Great Minds' products, such as the Eureka Math², Wit & Wisdom, and PhD Science, aim to advance equity in classrooms by engaging all learners. The company supports educators with professional learning resources and customizable teaching materials that align with state standards and focus on building essential skills and knowledge. Great Minds is committed to making educational opportunities accessible to every student and provides resources to help educators tailor instruction to meet diverse classroom needs.

📋 Description

• Serve as the primary point of contact for customer inquiries related to orders, shipments, and product information. • Manage issue resolution from start to finish, coordinating with Logistics, Print Operations, and Sales teams to ensure timely and accurate delivery. • Monitor and analyze customer support trends to identify recurring issues and recommend process improvements. • Partner with Operations, Sales, and Program teams to support accounts and improve communication workflows. • Contribute to the creation and refinement of Standard Operating Procedures (SOPs), email templates, and knowledge base documentation. • Demonstrate a thorough understanding of Great Minds’ products, services, and policies to deliver accurate and consistent information. • Communicate clearly, professionally, and promptly with both customers and internal stakeholders. • Maintain accurate and detailed records of customer interactions in Salesforce, the organization’s Customer Relationship Management (CRM) system. • Participate in cross-functional initiatives that enhance customer experience and operational efficiency.

🎯 Requirements

• 3 years of customer service experience in a fast-paced, high-volume environment. • Demonstrated ability to resolve customer inquiries and drive issues to resolution across multiple teams. • Strong analytical and reporting skills with proficiency in Salesforce CRM and Microsoft Office. • Excellent communication, organization, and time-management skills. • Self-motivated, proactive, and adaptable to evolving priorities and systems. • Commitment to Great Minds’ mission and to deliver outstanding service to schools and educators. • Preferred Qualifications: Experience in education, publishing, or logistics; Proficiency with Salesforce; Familiarity with collaboration and task management tools such as Smartsheet or SharePoint.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Remote work options