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Team Lead, Order Exemptions
Amplify
Alpharetta, GA, United States
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A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products turn data into practical instructional support to help all students build a strong foundation in early reading and math. All of our programs provide teachers with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than three million students in all 50 states. For more information, visit amplify.com.
The Order Exceptions Team Lead is responsible for post-implementation order issues for all products and levels of end users. Typically our customers are school districts, which may include up to hundreds of individual schools and tens of thousands of teacher and student users. This role ensures customers receive all products and services purchased and that all stakeholder needs are met. The Team Lead acts as a liaison between customers and other internal groups within Amplify, maintaining ongoing relationships, focusing on proactive support, and ensuring customer success with the product.
Responsibilities of the Team Lead, Order Exemptions:
• Monitor the team’s daily workflow and delivery of high quality service to external and internal customers
• Consistently demonstrate customer service excellence and best practices
• Identify challenges and development opportunities for the team
• Oversee multiple aspects of new and existing business service delivery to customers, including shipments of materials and technology setup.
• Ensure customer is provided with in-depth, initial knowledge of customer products and services
• Proactively identify and resolve escalated issues or complex requests from customers by providing timely follow-up and guidance to the team
• Effectively communicate problems, solutions and strategies across teams and stakeholders
• Answer customer support questions pertaining to product technology and setup
Basic Qualifications of the Team Lead, Order Exemptions:
• Bachelor’s Degree or equivalent experience
• 3+ years’ experience in a Customer Service role
• Proficiency with MS Office suite, Google Apps, and SalesForce
Preferred Qualifications of the Team Lead, Order Exemptions:
• Experience in a IT/Help Desk Support environment
• Strong organizational and project management skills
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.