Customer Solutions Representative

Job Description

Job Description

Do you enjoy helping others and tackling new challenges each day? If you like researching solutions and thinking critically, this role may be a great fit. We're looking for customer-focused problem solvers who can confidently guide users, navigate systems and tools, and deliver thoughtful, effective support that makes a real impact. This position is based in our Dubuque, Iowa office.

As a team of highly motivated, customer-centric professionals, we're looking for the right person to join our Customer Solutions team to assist internal and external customers and answer their questions about using our products and services on various applications. This individual will interact with customers by phone, e-mail and using our on-line Chat function. We are looking for tech savvy individuals, who enjoy problem solving on the spot.

Who Is Kendall Hunt Publishing?

Throughout its history, Kendall Hunt Publishing has grown with an emphasis on its employees, fearlessness in innovation, and a strong grip on its values. Today Kendall Hunt continues to expand by growing its number of educational products, creating new companies and extending its services across the country and beyond. Through diversity and willingness to adapt to the ever-changing publishing industry, Kendall Hunt is a company dedicated to growing with the public to best serve the people of the community.

When you work at Kendall Hunt you immediately notice the collaboration, friendliness, and a sense of purpose amongst our employees. Our customers, students, authors, and other outside contacts are always our top priority. We are constantly uncovering new sales channels for current product lines or finding new products to sell to current customers. Join our team of evolving employees to help us maintain our competitive edge in the industries we serve.

In A Typical Work Day You Will...

• Provide 1st level customer support via phone, on-line Chat and other social media tools to receive and enter customer orders.
• Assist customers using products for the first time (i.e., purchasing on ecommerce, registering on websites, etc.).
• Troubleshoot problems customers may experience (i.e., password reset, wrong class registration, activation code not working, etc.).
• Research and resolve questions or issues related to order inquiries, proof of deliveries, invoice copies, credit card inquiries, KH website, etc.
• Update corporate CRM with information based on support issues handled.

Who We Need!

• Ability to use multiple software platforms and programs.
• Prior customer support experience, professionalism, attention to detail and accuracy is a must!
• Ability to multi-task with strong verbal and written communication skills is essential.
• This role is more than the title perceives - this is a gateway role to home in on your skills, with the potential to advance within our company.

Why Us? We Understand It's More Than Just a Job!

Choosing a career path can be one of the most important decisions in one's life. Work is part of a person's identity. People need compelling reasons to remain at a job and a company day after day, year after year. As you consider a career change, we understand the benefits an employer offers are just as appealing as the job itself.

Our companies offer:

• Job Stability. Kendall Hunt and their family of companies have been around for more than 75 years
• Career Growth. Gain some great experience to promote to higher roles - many of our leadership and upper management staff worked their way up in our family of companies
• Affordable medical, dental, and vision insurance with company paid life insurance, short-term and long-term disability
• Generous company match on 401(k) plan, as well as profit sharing
• A generous PTO policy, plus paid holidays
• Scholarship and tuition reimbursement

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An Equal Opportunity Employer