Job Type
Full-time
Description
The Solution Center Representative (SCR) 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. A successful SCR will provide 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.
Must be available to work Wednesday through Saturday with overnight hours (7:00 PM – 6:00 AM ET)
RESPONSIBILITIES
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 potential opportunities to incorporate emerging and innovative approaches into PLTW’s approach; share this information and make recommendations
Other duties as assigned
Note: Nothing in this job description restricts PLTW’s right to assign or reassign duties and responsibilities to this job at any time.
Requirements
KNOWLEDGE
High School Diploma required; associate degree or equivalent collegiate coursework preferred
SKILLS AND ABILITIES
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
Communicates regularly with colleagues and management.
Uses computer and other electronic equipment frequently.
Occasionally moves objects weighing 10 – 15 lbs.
Occasional travel may be required.
Sits at desk 75% of the workday.
Stands and/or moves about 25% of the workday.
Bends/stoops/kneels occasionally.
Legally eligible to work in the U.S.