Great Books Foundation · 3 days ago
Customer Service and Training Representative (REMOTE)
United States
Full-time
Remote
Entry, Mid Level
$40K/yr - $45K/yr
2+ years expGreat Books Foundation is a nonprofit organization that empowers readers of all ages to become more reflective and responsible thinkers. They are seeking a Customer Service and Training Representative to support customers, coordinate professional learning courses, and ensure customer satisfaction through effective communication and problem-solving.
BooksEducationNon Profit
Responsibilities
Coordinate the scheduling and delivery of the Foundation’s Professional Learning programs, including scheduling, organizing and shipping materials for online, in person, and asynchronous events
Communication with customers via email and out-bound calls to schedule professional learning courses, confirm location, and online and onsite requirements
Maintain a timeline for pre-training activities including documentation and materials
Supports in follow up and finalizing receipt of purchase orders as related to professional learning courses
Collaborate with various internal stakeholders, including the Sales, Training, and Marketing teams
Maintains course schedules utilizing HubSpot CRM and ecommerce site, ensuring course details and accuracy
Finalize courses upon completion. On-board customers and course participants into the Foundation’s Shared Inquiry Learning Center
Maintain, explain and enforce GBF scheduling and cancellation policy among staff and customers
Liaise with third-party vendors as needed
Provide input on customer support tools and share customer feedback
Communicate regularly with customers through multiple intake channels (phone, email, fax, webchat, etc.), responding to inquiries and concerns with promptness and attention to detail, and ensuring that customers are satisfied with the resolution of their issues
Process e-commerce orders, purchase orders and phone/credit card orders using our accounting software (Sage Intacct)
Liaise with fulfillment warehouse for customer service issues
Input accurate and timely notes from communications in CRM (HubSpot)
Accurately process customer returns and credit memos
Respond to vendor inquiries regarding the Foundation, including updating vendor information and providing documents when requested (W-9, Vendor Forms, etc.)
Qualification
Required
Coordinate the scheduling and delivery of the Foundation's Professional Learning programs, including scheduling, organizing and shipping materials for online, in person, and asynchronous events
Communication with customers via email and out-bound calls to schedule professional learning courses, confirm location, and online and onsite requirements
Maintain a timeline for pre-training activities including documentation and materials
Supports in follow up and finalizing receipt of purchase orders as related to professional learning courses
Collaborate with various internal stakeholders, including the Sales, Training, and Marketing teams
Maintains course schedules utilizing HubSpot CRM and ecommerce site, ensuring course details and accuracy
Finalize courses upon completion. On-board customers and course participants into the Foundation's Shared Inquiry Learning Center
Maintain, explain and enforce GBF scheduling and cancellation policy among staff and customers
Liaise with third-party vendors as needed
Provide input on customer support tools and share customer feedback
Communicate regularly with customers through multiple intake channels (phone, email, fax, webchat, etc.), responding to inquiries and concerns with promptness and attention to detail, and ensuring that customers are satisfied with the resolution of their issues
Process e-commerce orders, purchase orders and phone/credit card orders using our accounting software (Sage Intacct)
Liaise with fulfillment warehouse for customer service issues
Input accurate and timely notes from communications in CRM (HubSpot)
Accurately process customer returns and credit memos
Respond to vendor inquiries regarding the Foundation, including updating vendor information and providing documents when requested (W-9, Vendor Forms, etc.)
Preferred
Bachelor's degree is strongly preferred
2 –3 years of customer service experience
Experience managing events remotely is a plus
Timely follow up and high attention to detail
Ability to build strong relationships, internally and externally
Exceptional written, verbal, and interpersonal communication skills
Strong organizational and follow-up skills
Ability to collaborate, communicate, and work in an online team environment
Experience working with CSM/CRM, e-commerce, finance software and Google Workspace strongly preferred
Benefits
Paid time off including vacation, sick, holiday, and volunteer time
Health
Dental
Vision
Basic AD&D
Short-term disability
Long-term disability
Flexible spending account
Dependent care account
403(b) retirement plan
Company
Great Books Foundation
The Great Books Foundation is a nonprofit educational organization that produces books and initiatives to support lifelong learning.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Valentina Texera Parissi
President and CEO
Peter Walton
Vice President and CFO
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