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Customer Support Representative - Engrade
McGraw-Hill Education
Santa Monica, CA, United States
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Dynamic (adj):always active or changing; having or showing a lot of energy.
Do you have a global perspective and are passionate about succeeding? If so, then let’s talk!
At McGraw-Hill Education, we’re accelerating learning to unlock the full potential of every learner. It’s this vision that sets us apart, contributing to a brighter future where the science of learning meets the art of teaching. We’re harnessing technology to enhance learning, both inside and outside of the classroom, deepening the connections between students and educators to empower greater success.
In fact, we also look for ways to better ourselves. As an MHE colleague, you’ll focus on aligning yourself to four Core Competencies to better anticipate customer needs, more fully engage across our organization, execute with agility and create better products for the educators and learners we touch.
If you’re smart, curious, and passionate about education – join us as we open doors. You’ll work in an enriching, collaborative environment where we create opportunities for learners and celebrate successes. Why? Because learning changes everything.
What will you get out of your career at McGraw-Hill Education?
• You’ll receive a robust compensation package, 401(k) match, medical/dental/optical insurance and more.
• We all need some time to recharge once in a while. All full-time employees are eligible to receive paid time off, in addition to 10 company-paid holidays per year and a generous sick time policy.
• Eager for a personal and professional development fix? Benefit from online educational programs and/or a generous tuition reimbursement program.
• Are you passionate? If so, you’ll be part of collaborative, creative and purposeful teams who have a history of promoting from within.
• Every position at McGraw-Hill Education makes an impact on the future of education.
We have an opening for an experienced, innovative, strategic Customer Support Representative in our Santa Monica, CA office. Does this sound like you?
Reporting to the Customer Support Manager, the Customer Support Representative will be responsible for confidently tackling basic to advanced technical questions as they arise and offer appropriate, effective solutions.
Critical Functions:
• Handle heavy amounts of inbound emails and calls on a daily basis.
• Exude patience and ownership in interactions with each client.
• Determine client needs by obtaining additional information as needed to effectively analyze the reported issue and provide appropriate solutions.
• Engage with clients and client services teams to gain an understanding of each client’s environment, contract, and goals.
• Be an expert in all things Engrade with the ability to talk about our services inside and out.
• Work efficiently, accurately and independently to resolve client issues.
• Make quick, informed, and effective decisions on behalf of clients.
• Approach problems with good judgment from a logical, solution-oriented position to ensure appropriate client outcomes.
• Simplify complex issues and language for a non-technical audience.
• Clearly understand and respond appropriately to issues that clients present.
• Consistently compose grammatically correct, concise, and accurate written responses to client issues.
• Efficiently prioritize competing demands on time.
• Demonstrate flexibility by adapting to changes in deadlines.
• Complete individual and team-based tasks and projects effectively within specified timelines.
• Basic typing, phone, and computer navigation skills.
• Familiarity with multiple browsers, multiple tabs, and window navigation.
• Ability to utilize a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions to customers.
Qualifications:
A successful candidate will have:
• Bachelor’s degree required or equivalent work experience.
• Two plus years of experience in call center customer service role.
• Talent and interest in working in an ever-changing environment with a desire to continually learn.
• Self-motivated and detail-oriented with the capacity to follow through on projects with minimal supervision.
A successful candidate may have:
• Customer-facing technical help desk, product support and/or call center environment experience.
• Engrade Pro platform or other Learning Management System (LMS) knowledge.
• Teaching and/or educational background.
• Passionate about educational technology.
Next Steps:
• If you’re interested in this position, submit your resume.
• We’ll review your resume, and if you might be a match, we’ll contact you.
• After our first conversation, you may be invited to interview with others at McGraw-Hill Education. This is your time to shine!
• If you’re eager, dynamic and ultimately a good fit, you’ll be afforded the opportunity to change the future of education.
Join a team of those who want to make a difference in education, are intellectually curious and have integrity! We can offer a means for you to achieve the goals you want to accomplish in your career. Please apply – right now – we can’t wait to meet you!
McGraw-Hill Education is an EOE/Male/Female/Disability/Veterans/Sexual Orientation/Gender Identity. Only electronic job submissions will be considered for employment. For special accommodation due to disability, please email TalentAcquisition@mheducation.com and your request will be forwarded to the appropriate individual.