Experienced Customer Service Operations Associate – Remote Customer Support for Educators

Are you a highly motivated and detail-oriented individual with a passion for delivering exceptional customer service? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our team at blithequark as a Customer Service Operations Associate in a fully remote capacity. In this pivotal role, you will be at the forefront of providing outstanding customer support to educators and educational institutions, ensuring they effectively utilize our digital products.

About blithequark

blithequark is a leading provider of innovative digital solutions for the education sector. Our mission is to empower educators and institutions to deliver exceptional learning experiences through our cutting-edge products and services. We are committed to fostering a supportive and collaborative work environment that encourages innovation, teamwork, and continuous learning. Our team is passionate about making a positive impact on education, and we are seeking like-minded individuals to join our dynamic team.

Key Responsibilities

As a Customer Service Operations Associate, you will be responsible for providing exceptional customer support to educators and educational institutions through various channels, including phone, chat, email, and request forms. Your primary focus will be on managing essential operational tasks, collaborating closely with internal teams, and ensuring seamless customer experiences. Some of your key responsibilities will include:

• Responding to customer inquiries through phone, chat, email, and request forms using CRM tools (Zoho and Zoom phone).
• Updating CRM tickets to accurately reflect the status of customer issues and conducting necessary follow-ups.
• Processing purchase orders and payments for both print and digital products.
• Ensuring accurate tracking and delivery of print orders.
• Generating and sending invoices to customers in a timely manner.
• Conducting data entry tasks associated with accounts payable, purchase orders, and inventory management.
• Assisting with technical integrations (SSO/Rostering) using third-party tools and internal systems.
• Supporting customers in manually registering teachers on our online platform.
• Providing Tier I technical support for digital offerings and coordinating with other teams for Tier II support when necessary.
• Facilitating the SaaS contract process for new and renewing customers.
• Confirming customers' access to digital products by updating internal tools.
• Engaging in various research and reporting projects as required.
• Performing additional duties as assigned.

Required Skills

To excel in this role, you will need to possess the following skills and qualifications:

• Proficient in Microsoft Excel.
• Experienced with CRM systems (Zoho preferred).
• Strong communication skills, both written and verbal.
• Fast and accurate typing or chat response speed.
• Excellent critical thinking and analytical abilities.
• Capacity to work a flexible schedule between 8:00 AM and 5:30 PM CST.

Qualifications

We are seeking a candidate with a minimum of 2 years of experience in customer service or technical support, ideally in a call center or operations environment. Familiarity with the education or ed-tech sector is advantageous, and previous experience in a fast-paced, deadline-driven environment is preferred. Remote work experience is an asset, and a high school diploma is required, with an Associate's degree or higher preferred.

Career Growth Opportunities

As a Customer Service Operations Associate, you will have the chance to enhance your skills in customer service and operations within the educational technology sector. This role provides a pathway for advancement to positions with greater responsibilities as you grow with our company. Our team is committed to supporting your professional development and providing opportunities for growth and advancement.

Company Culture and Values

Our organization is committed to fostering a supportive and collaborative work environment that encourages innovation, teamwork, and continuous learning. We prioritize innovation and teamwork, encouraging all team members to share ideas and contribute to our mission of delivering exceptional service to our customers.

Compensation and Benefits

We offer a comprehensive benefits package, including:

• Comprehensive medical, dental, vision, and life insurance options, with 100% employer-paid HDHP for eligible employees and their families.
• 401K plan with company matching.
• Flexible vacation and sick leave policy, alongside nine paid holidays and a winter office closure from December 24th to January 1st.
• Additional perks and benefits available for full-time employees.

Employment Type

This is a full-time remote position, offering the flexibility to work from the comfort of your own home. We are committed to providing a supportive and collaborative work environment that encourages innovation, teamwork, and continuous learning.

How to Apply

If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or qualifications. We look forward to hearing from you! Apply for this job