Customer Care Advocate

Customer Service Advocate

At Savvas Learning, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it's one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology - and each other to surpass these boundaries - we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.

We have an exciting opportunity for a highly organized, detail-oriented, analytical, and resourceful Customer Service Advocate. As a customer-driven professional, you will actively engage with internal and external customers to support and meet their business needs. The ideal candidate will serve as a resource for our customers' inquiries, questions, and various order needs, ensuring customer satisfaction is met for all aspects of the customer relationship. You will deliver services and information to customers in a professional, accurate and timely manner via a variety of communication channels while utilizing multiple computer applications. Additionally, you will contribute to team efficiency by reviewing resources and proposing improvements to existing processes and documentation.

Responsibilities

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  Manage all customer contacts within established procedures and performance standards

  
  
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  Formally respond to customer contacts and inquiries via multiple channels such as phone, email or online chat

  
  
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  Process customer orders and generate quotes according to established procedures

  
  
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  Manage customer information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms

  
  
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  Conducts problem/account management activities such as but not limited to researching problems, initiating corrective billing, resolving shipping/fulfillment problems, managing backorder lists

  
  
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  Maintain detailed knowledge of the products, policies, and marketing strategies of the supported business unit(s)

  
  
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  Identify process improvement opportunities and make a recommendation to the supervisor or manager

  
  
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  Meet individual quality service goals while appropriately prioritizing workload to meet individual targets and set standards

  
  
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  Other duties as assigned

  
  

Qualifications:

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  Bachelor's degree or 2+ years related experience and/or training

  
  
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  Demonstrated ability to understanding department policies and procedures

  
  
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  Continuous display of strong decision-making and priority-setting abilities

  
  
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  Detail-oriented

  
  
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  Research and resolution skills

  
  
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  Confidence to make independent judgments to resolve customer problems with minimal guidance

  
  
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  Ability to solve practical problems and interpret a variety of instructions furnished in oral, written, or schedule form

  
  
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  Excellent listening skills.

  
  
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  Effective verbal communication influencing and managing customer expectations, emotions, and escalations

  
  
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  Strong computer skills, specifically Microsoft Office (Word, Excel, PowerPoint); SAP and Salesforce experience is a plus

  
  
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  Must have a service-oriented focus that benefits the customer base and the company

  
  
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  Highly organized and able to thrive in a fast-paced changing environment

  
  
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  Reliable attendance is critical to the role

  
  

Savvas Learning Company is a global education company that produces award-winning learning solutions that empower educators and engage students with the highest quality content.

Recognized as an industry leader, we serve millions of K-12 learners with innovative, student-centered educational programs that turn today's classrooms into active learning environments. By embracing technology, personalized learning, and immersive experiences delivered across multiple platforms, we design our learning solutions to be more accessible and relevant to each student.

Our comprehensive solutions for core curriculum, and supplemental and intervention programs - supported by an array of professional development services - allow teachers to use data to inform classroom practices and tailor instructions to an individual's abilities and learning styles. Savvas Learning Company is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Savvas Learning Company provides access to a benefits experience created to offer our employees choice, flexibility, and the opportunity to save money for the future. Benefits include medical, dental, vision, tax-advantaged accounts, pharmacy, life insurance, disability insurance, matching 401(k), and paid time off. Our benefits are part of a total package that is carefully designed to support the total well-being of our employees.

Please visit www.savvas.com for more information about us, or visit us at LinkedIn, Twitter, Facebook, or YouTube.