About the Company
Follett Software partners with educators to improve district performance and student success through technology. The company develops connected solutions that help schools streamline processes and manage information and resources more effectively. Its mission is to support educators with technology that simplifies challenges, improves school operations, and helps shape the future of education.
About the Role
Follett Software is seeking a Customer Service Representative to join its Customer Success department. This role combines customer support, order processing, and account assistance to ensure customers receive timely, accurate service. You will handle inquiries by phone, email, and online channels, resolving issues related to orders, warranties, billing, and other customer needs.
The position also involves entering new orders and renewals, following up on pending orders, preparing or modifying support quotations, and coordinating with internal departments. The ideal candidate has experience in customer success or account management, strong troubleshooting skills, and the ability to manage multiple requests while maintaining a positive customer experience.
Key Responsibilities
- Resolve customer inquiries received by phone, email, and online channels in a timely manner while documenting interactions in the appropriate systems.
- Navigate multiple systems and use troubleshooting skills to identify effective solutions, aiming to resolve customer issues on the first contact.
- Maintain schedule adherence of 90% or above to support an efficient customer experience.
- Enter new orders for products, services, and renewals accurately, ensuring the required information is recorded in company systems.
- Create or modify support quotations as needed.
- Follow up on existing orders to obtain the information required for completion.
- Maintain post-sale communication with customers to support positive, productive long-term relationships.
- Work with team members and other departments to provide comprehensive customer support and help customers understand available resources.
- Coordinate with CRM, Order Entry, Sales, Accounts Receivable, Sales Enablement, and other departments to process purchase orders and address customer needs.
- Assist with training and coordinate daily activities with other teams and departments.
- Report customer issues and complaints to management.
- Follow company policies and procedures while maintaining respectful working relationships with colleagues.
- Perform other duties and responsibilities as assigned.
Required Qualifications
- High school diploma or equivalent.
- 1–3 years of experience in customer success or account management supporting revenue-generating clients.
- Strong troubleshooting and analytical skills.
- Ability to manage multiple customer demands while maintaining effective time management and prioritization.
- Strong organizational and project management skills.
- Ability to work independently, take initiative, and solve problems proactively in a fast-paced environment.
- A customer-focused approach, with a demonstrated commitment to understanding customer needs and achieving positive outcomes.
- Effective interpersonal, written, and verbal communication skills.
- Attention to detail and accurate data entry skills.
- Proficiency with PCs and technical or software applications.
Preferred Qualifications
- Experience with the GoTo phone system or a similar platform.
- Experience with Salesforce Business Suites.
- At least beginner-level proficiency in Microsoft Word and Excel.
Work Arrangement
This is a remote position open only to candidates currently located in the United States who can work without sponsorship. Employees must have a suitable home workspace that is private and quiet.
Work hours and schedules are established according to the requirements of the position and the organization's needs and may be adjusted as necessary.
Physical Requirements
The role involves working in a home office with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
Regular duties include prolonged sitting, sustained visual focus on digital screens, and frequent keyboard and mouse use involving repetitive hand movements and fine motor skills. Employees may occasionally need to move around their workspace, reach for materials, or lift and carry items weighing up to 10 pounds.
Travel requirements are minimal, at less than 10%.
Equal Employment Opportunity
Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
The company is committed to providing reasonable accommodations, including for individuals with disabilities and disabled veterans. Applicants who need assistance or accommodation during the application process due to a disability may contact recruiting@follettsoftware.com and provide details about their request and contact information.