Company Overview

EPS School Specialty is a leading K-12 supplemental literacy and math curriculum company. Its suite of solutions include many well-known, trusted and proven products including SPIREⓇ, Explode the CodeⓇ and Success CoachⓇ. The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years. We are looking for candidates who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives, and driving equity across our nation’s public schools.

Position Summary

We are hiring for a Customer Care Representative who is responsible for building positive customer experiences at EPS! You will complete work in a timely and professional manner by receiving, investigating, processing, and responding to customer inquiries.

Responsibilities

• First line of contact for customers or sales reps’ inquiries via phone, live-chat, internet and/or mail.

• Strives to resolve all customer inquiries in the first customer interaction.
• Partners with colleagues and vendors as needed to assure customers’ expectations are exceeded.
• Develops customer, vendor, and product knowledge expertise.
• Responds to customer inquiries and follows through to completion accurately and within customer timeframe.
• Receives and Processes customer requests for order processing, documents and forms, status of orders, cancellations, catalog requests and suppressions, general product and program inquiries.
• When appropriate, warmly transitions customers to internal teammates to resolve needs outside of Customer Care expertise. When other teammates are not immediately available, follow procedures to collect information and set follow up expectation with the customer.
• Diffuses difficult customer situations in a professional manner.
• Exercises care within work environment to prevent injuries. Support and follow all company safety policies and procedures.
• Overtime Hours may be offered during peak business needs. Overtime must be preapproved with your manager.

Qualifications

• One to three years customer service-related work experience.
• One year data entry and keyboarding experience.
• Ability to key large volumes of alpha/numeric data accurately.
• Ability to perform business math calculations.
• Proficient in Microsoft Office products.
• Excellent written, verbal and interpersonal communication skills.
• Problem-solving skills and ability to resolve discrepancies.
• Strong organizational skills and the ability to manage multiple tasks.
  

Benefits and Perks

• We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience.
• Other rewards may include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance effective day 1, generous PTO and paid holidays, and employer paid life and short & long term disability insurance.
• We provided you with a laptop for your home office and a flexible remote-first work culture.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.