Demme Learning is hiring a

Customer Service Rep

Lancaster, United States
Part-Time
Remote

GENERAL ROLE DESCRIPTION

The Customer Service Representative serves customers in all Demme Learning markets by providing information, demonstrating company products, processing orders and research support, resolution and follow up for all customer service questions and issues through all customer communication channels (phone, email and web).  The Customer Service Representative will also support the Sales team providing administrative duties for Online Co-op Classes.  The Customer Service Representative may attend trade shows and conferences as determined by the business need. The Customer Service Representative focuses on meeting the departmental goal of providing “The Ultimate in Customer Service.”

 

JOB STATUS

  • Part-time, Non Exempt
  • Eligible for overtime

 

SCHEDULE

  • Scheduled hours will Fall on Mon-Fri between 8:00 am and 6:00 pm
  • Estimated to average 20-35 hours/week

 

LOCATION

  • Remote work from a home office anywhere in the U.S. is possible
  • Preferred to work from our Lititz, PA headquarters (near Lancaster Airport)

 

COMPENSATION AND BENEFITS

  • Hourly rate between $13 - $23
  • Benefits include paid time off, paid holidays, healthcare, paid family medical leave, disability, and life insurance among others

 

RESPONSIBILITIES

Company and product knowledge

  • Become knowledgeable of company history, mission, vision, values and products
  • Maintain knowledge as products are revised and/or new products are introduced

Document, Research and Order Support

  • Research and update customer account information
  • Prepare and process quote/order placement for all of Demme Learning customers with accuracy
  • Research and process all customer returns through Sage information system with accuracy
  • Research and respond to order questions from all Demme Learning customers through all communication channels
  • Document interactions through all communication channels in CRM software/Sage database

Tracking

  • Tracking delivery exceptions from shipping carriers
  • Tracking customer calls on call queue form in Excel database
  • Tracking customer returns and Payment Transaction failures on Excel spreadsheet
  • Tracking all potential corrections sent by customers
  • Provide administrative assistance for Online Co-op classes, tracking and registering customers

Follow Up and Resolution

  • Follow up to customers on order quotes greater than 30 days old
  • Follow up to customers on retuned products not received back to Headquarters with 30 days
  • Resolve all customer service issues assigned from all communication channels within established service level agreement timeframes

  

EDUCATION

  • High School diploma, homeschool preferred

 

SKILLS NEEDED

  • Highly effective interpersonal skills
  • Organizational skills and experience
  • Proficiency in handling detailed work
  • Proficiency in MS Office products 

 

EXPERIENCE PREFERRED

  • Experience teaching Math-U-See
  • Experience in a Customer Service or call queue type of environment

 

PHYSICAL DEMANDS

  • Sitting for long periods of time
  • Extensive typing on QWERTY style keyboard
  • Extensive viewing of lighted computer monitor
  • Reaching and bending
  • Speaking on telephone
  • Lifting up to 50 lbs.

 

SOCIAL MEDIA

We will view your social media profiles because we want to get to know you better. However, we'll never ask for your passwords or any other special permission. We only want to view what you expose to the public, NOT what you’ve kept private.

 

WHEN YOU APPLY

  • Be sure to answer all questions marked with an * on the application; they are required
  • If you're not sure of any of the other answers, leave them blank
  • Please upload a resume; we prefer PDF format
  • In the Cover Letter section, please write us a brief note to tell us why you're applying; it can be short and informal or formal as you want it to be; we just want to get to know you
  • After you submit your application, you cannot edit it
  • If you close the application without clicking the SUBMIT button, your details will not be saved; you'll have to start over