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Client Support Specialist

2 months ago

Indianapolis, Indiana, United States Project Lead The Way Full time
Job Overview

The Solution Center Representative is dedicated to delivering outstanding service experiences to our extensive network of educational institutions. This role serves as the primary support contact for PLTW curriculum, engaging with educators and administrators to troubleshoot and resolve inquiries effectively.

Key Responsibilities:

  • Deliver exceptional customer service while assisting schools with various implementation services through active problem-solving techniques.
  • Address basic to intermediate inquiries related to:
    • General program questions.
    • Curriculum support.
    • Order status and purchasing inquiries.
    • School registration assistance.
    • Equipment and software questions.
    • Tier 1 IT support.
    • System navigation and database updates.
    • Identifying opportunities for additional PLTW services.
  • Manage a high volume of inquiries via phone and email.
  • Collaborate with team members to resolve issues efficiently.
  • Utilize a Customer Relationship Management (CRM) tool for tracking and accountability.
  • Perform general administrative tasks and support various projects.
  • Meet performance targets related to service level, productivity, and quality.
  • Propose innovative methods and trends for enhancing PLTW services.
  • Other responsibilities as assigned.

Qualifications:

  • High School Diploma or equivalent.

Professional Skills:

  • Customer-focused approach in all interactions.
  • Embrace diversity in thought, culture, and experience.
  • Prior customer service experience is essential.
  • Ability to quickly gain expertise in PLTW products and services.
  • Proficient in utilizing various resources to address inquiries.
  • Strong attention to detail with excellent verbal and written communication skills.
  • Professional phone etiquette and experience with multi-line phone systems.
  • Self-motivated with the ability to work independently.
  • Familiarity with Microsoft Office applications.
  • Ability to thrive in a collaborative team environment.
  • Consistent accountability and meeting deadlines.
  • Commitment to personal growth and continuous improvement.