Front Desk/Customer Service Associate

Front Desk Customer Service Representative

We are Learning Resources, and learning is where we play. Voted one of the Chicago Tribune's Top Workplaces, we're a growing, family-owned company known for our award-winning educational toys, including top sellers Pretend & Play Calculator Cash Register, Farmer's Market Color Sorting Set and multiple Toy of the Year winners! We even help pets learn and grow through our pet brand Brightkins. If you're curious, collaborative, and a kid at heart, you'll feel right at home here. Join us in shaping the future of learning with our award-winning team!

Team & Position Description:

The Front Desk Customer Service Representative serves as a key ambassador of the company's brand, providing a welcoming, organized, and highly responsive experience for guests, employees, and customers. The role requires the ability to handle front desk operations, customer service inquiries, and inventory management while maintaining a high standard of professionalism and customer satisfaction. By ensuring smooth daily operations and addressing customer needs with precision, the person in this role becomes a vital component of operational efficiency and customer experience excellence. This is an in-office role, required to be onsite five days per week.

What You'll Do Day To Day:

• Serve as the primary front desk, creating a professional and welcoming experience for all visitors through effective greeting, check-in, and direction.
• Receive, sort, and distribute incoming mail and packages daily, ensuring timely delivery to appropriate individuals or departments.
• Address customer inquiries via phone and email, providing clear, accurate, and timely support related to orders, products, troubleshooting, and general requests.
• Actively assist customers with feedback, concerns, and issue resolution, partnering with the customer service team to deliver consistent and high-quality experience.
• Maintain up-to-date knowledge of company products, policies, systems, and procedures to support a wide range of customer scenarios.
• Assist with escalations, order support, and follow-ups as needed, demonstrating flexibility in supporting team priorities.
• Seeking out opportunities for process improvements that enhance efficiency and overall customer experience.
• Meet or exceed monthly key performance indicators, demonstrating commitment to operational excellence and customer satisfaction.

What We're Looking For (Key Performance Objectives):

• Front Desk Experience: Take ownership of front desk operations within 30 days, ensuring a consistent, organized, and professional experience for all visitors and employees.
• Customer Responsiveness: Meet response time expectations by 45 days and independently resolve routine inquiries by 90 days.
• Knowledge & Systems: Demonstrate working knowledge of products, policies, and systems within 90 days.
• Call Coverage: Reliably support call queue coverage by 30 days and manage assigned volume independently by 90 days.

Requirements/Ideal Attributes:

• High School Diploma required
• 13 years of customer service or call center experience
• Basic proficiency in Microsoft Windows and Microsoft Office
• Clear and professional communication skills
• Strong attention to detail
• Ability to manage multiple tasks
• Problem-solving mindset and willingness to learn
• Dependable follow-through and teamwork

Physical Demands:

• Primarily seated, with occasional standing
• Frequent computer and phone use
• No travel required

We are a drug-free workplace and an EEO employer.

Please note: This role will be filled by our internal recruitment team, so no assistance is needed from any outside staffing agency at this time.

Compensation Range: $21.00 $22.00 per hour Actual compensation may vary due to other factors such as: years of experience, skill set and location. Total compensation includes profit sharing bonus potential, 401k matching, and a variety of other benefits (details can be found here).