The Solution Center Representative provides exceptional service experiences to our extensive national network of schools. As part of the Solution Center team, this position will act as a first line of support for PLTW curriculum and will interface with teachers and administrators when troubleshooting issues to answer their questions and concerns. This position provides friendly and patient customer service while guiding schools through various implementation and support services, identify new opportunities for additional services as well as conduct problem solving techniques to resolve basic types of inquiries.
RESPONSIBILITIES
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Provide exceptional customer service while guiding the network through various implementation services by utilizing active problem solving.- Resolve basic-intermediate types of implementation and support inquiries including.
- General program inquiries
- Basic curriculum assistance
- Purchasing / order status inquiries
- School registration support
- Equipment and software inquire.
- Tier 1 IT support
- System and site navigation
- Database/contact information changes and interactions
- Identification of new opportunities for additional PLTW services
- Handle a high volume of customer inquiries both over the phone and by email.
- Identify potential, new product / service opportunities.
- Collaborate and leverage team to resolve issues for the network.
- Perform high volume processes with detailed tracking and accountability using a Customer Relationship Management (CRM) tool.
- Perform general administrative duties and other related tasks.
- Meet targets for utilization, service level, productivity, and quality.
- Support staff members with various projects
- Identify and recommend potential opportunities for PLTW to incorporate innovative methods and emerging trends within profession and related field.
- Other duties as assigned.
QUALIFICATIONS
- High School Diploma or equivalency.
PROFESSIONAL SKILLS
- A customer-centric approach to all internal and external interactions.
- Seeks and embraces diversity of thought, culture, and experience.
- Customer service experience required.
- Ability to develop expertise quickly in PLTW products / services, mission and systems of PLTW.
- Ability to leverage various resources (internal customer portal, customer relationship management tool, team members, and reference documents) to quickly answer inquiries.
- Attention to detail and exceptional verbal and written communication skills are a must.
- Professional phone etiquette and ease in using a multi-line telephone system.
- Ability to work independently, take initiative and complete self-directed training activities.
- Knowledge of Microsoft Office.
- Ability to thrive in a team-oriented, collaborative environment.
- Accountable and consistently meets deadlines.
- Commitment to continuous improvement, personal growth and development.
WORK CONTEXT
- Occasional travel required.
- Constantly communicates and collaborates with colleagues and leadership.
- Constantly uses computer and other electronic equipment.
- Occasionally positions self to move objects weighing 10 - 15 lbs.
- Frequently remains in stationary position during a typical workday.
- Legally eligible to work in the U.S.
NOTICE: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the individual for this job. Duties, responsibilities, and activities may change at any time with or without notice.
