Ecomm Customer Service Rep I (Hybrid- Greenville WI)

Ecomm Customer Service Rep I - Are you ready to make a difference?

School Specialty is dedicated to transforming education for the better. Our success is fueled by a team of passionate innovators who are committed to making a positive difference in the lives of students. Are you ready to make an impact?

Job Summary: This position is accountable for assuring customers receive consistent, high levels of service that support our eCommerce business initiatives. The Ecommerce Customer Service team members resolve routine issues and respond to inquiries quickly and accurately; responses are complete and focus on achieving high levels of first-contact resolution. This position reports to the Ecommerce Customer Service Supervisor.

Work Location:

• This will be a hybrid role, based out of our Greenville WI Office.
• Training will be 100% in office

Compensation Information:

• Hourly range of $16-$21 plus an annual incentive plan.

What you'll do:

• Research, analyze, investigate, resolve and respond to customer inquiries via phone, email, cases, and perform outbound calls when necessary
• Assist customers and internal partners via phone and email to resolve Ecommerce questions and issues related to online use
• Assist via online chat functions or forwarded chatbot service case inquiries in a concise efficient manner
• Complete online tasks on behalf of our customers such as: Create users, manage approval conditions, blanket purchase orders, budget codes, buyer and approver group assignments
• Provide customer assistance and guidance relative to B2B Ecommerce Administrator's dashboard
• Support and collaborate with the Ecommerce Enablement and Onboarding teams as needed
• Taking a holistic view of customer requests, generate leads for the Enablement and Sales teams when opportunities are gleaned from a single user request
• Diffuses difficult customer situations in a professional manner.

What we expect you to bring to the table:

• Strong computer technical skills - Microsoft Excel, Word, and Salesforce Service Console
• Proven organizational skills and attention to detail
• Effective communication skills - both oral and written

Minimum Required Qualifications:

• One year of helpdesk or customer service work experience
• 40 wpm keyboarding skills
• Prior experience with ecommerce support or online service in a similar role

Education and/or Certifications Required:

• High school diploma or equivalent.

Benefits Package: We offer a comprehensive benefits package including Medical, Dental & Vision (effective day 1), basic life insurance, disability coverage, PAID parental leave, wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401k, Educational Reimbursement, Paid Holidays, annual paid Volunteer time, and so much more!

We're determined to positively impact the future, one child at a time.

If you share our passion, we need to talk.

Just imagine what we could do together.

Physical and Mental Demands:

• While performing the duties of this job, the employee is frequently required to sit, hear, use hands to type data, use a personal computer and telephone. This employee may occasionally have to operate business machines. Specific vision abilities required in this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mental demands include multi-tasking, decision making, problem solving, comparing, copying, computing, compiling, analyzing, coordinating, and synthesizing data.

Additional Information

• The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
• School Specialty, Inc. is a Drug-Free Workplace. All applicants are subject to a drug screen and background check as a condition of employment.
• EEO/AA including Vets and Disabled
• If you need reasonable accommodation for any part of the employment process, please contact us by email at Opportunities@SchoolSpecialty.com and let us know the nature of your request and your contact information.

#LI-Remote

Job Grade 7