ED MAP

Student Support Representative

Title: Student Support Representative
Department: Solutions and Services
Reports to: Support Services Manager
Supervises: NA
FLSA Status: Non-Exempt
Hours of Work: Will Vary

 

Job Summary

A representative position that serves as a communication point and support for student customers. Main contributions include: beginning-to-end order placement and problem resolution.

Essential Functions

Day-to-day operations and support

  • Provides exemplary customer support to student consumers of Ed Map’s products and services via phone or email
  • Serves as tier One Support for Digital platform
  • Opens appropriate ticket types for resolution
  • Updates sales orders
  • Enters sales orders accurately
  • Applies appropriate billing codes and notes
  • Communicates with students regarding order statuses using established templates
  • Uses several different means of communication within a workday
  • Logs student contact per inbound call answered accurately
  • Observes school-specific guidelines to ensure customer satisfaction and retention
  • Researches and resolves complaints to ensure customer retention and satisfaction
  • Updates existing and enters new customer information
  • Navigates computerized system of tracking, information gathering, and troubleshooting
  • Answers call questions and solves problems quickly
  • Performs other duties as assigned

 

Quantitative: Calculates basic math

 

Key Competencies

Hard Skills

  • Knowledge of appropriate systems and software
    • Word
    • Excel
    • Outlook
    • PowerPoint
    • ERP system (EPICOR preferred)
  • Strong written and oral communication
  • Basic math and computer skills
  • Communicate using a variety of means (email, telephone etc.)
  • Conflict management
  • Basic understanding of computer and home networking terminology

 

Soft Skills

  • Collaborative
  • Professional attitude and appearance
  • Tolerant of ambiguity
  • Organized
  • Able to multitask
  • Detail oriented
  • Patient
  • Able to work with a diverse group of people
  • Good listener
  • Confident
  • Resilient

 

Education and Experience

  • High School diploma or G.E.D.
  • Some college preferred
  • Demonstrated ability to work with spreadsheets and database software
  • 1+ years customer service experience preferred

Equivalent combination of education and/or experience will be considered.

 

Please submit your resume and a cover letter to Stacie Rainey, srainey@edmap.com, by April 19, 2017.

This company is committed to the principles of equal employment opportunity and is committed to making employment decisions based on merit. We are committed to complying with Federal, State and local laws providing equal employment opportunities, as well as all laws related to terms and conditions of employment. This company desires to keep a work environment free of sexual harassment or discrimination based on race, religion, ethnicity, national origin, sexual orientation, physical and mental disability, marital status, age and any other status protected by Federal, State or local laws.