Digital Customer Support Representative

Follett Content Solutions has been a trusted partner for educators since 1873! We support our educators that touch more than 45 million students worldwide. Follett Content Solutions helps build a diverse collection of print and digital resources to support every student. We are currently hiring for a Digital Customer Support Representative. This position is a full-time non-exempt position located in McHenry, IL. The pay range for this position is $20.00 - $22.00 per hour. We offer a hybrid work schedule with 3 days in the office (Monday, Tuesday & Thursday) and 2 remote days (Wednesday & Friday). We offer an array of benefits, to see those benefits click here

Any pay range disclosed is based upon a combination of neutral factors such as required qualifications, experience, education, skill, training, certifications, seniority, etc. Follett Content Solutions reserves the right to provide any successful candidate a salary at the most appropriate level set as a result of such candidate' qualifications, experience, education, skill, training, certifications or seniority.

Position Overview :

This role delivers excellent support to customers through product subscriptions, resolving issues, and providing an excellent customer experience. It involves working closely with vendors to manage orders and provide technical assistance when required, ensuring smooth operations and satisfied customers.

Key Responsibilities :

Customer Support :

• Respond promptly to customer inquiries via various channels of contact.
• Provide accurate information about products, subscriptions, and services.
• Address and resolve customer complaints with empathy and professionalism.
• Actively manage the individual workload incoming to Salesforce queues.
• Be proactive in recognizing potential issues or disruptions, communicate with both customers and internal partners regarding identified issues prior to customer impact.

Subscription Management :

Vendor & Digital IT Liaison :

Support Partner & Reporting :

Requirements :

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, without regard to race, color, religion, national origin, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military / veteran status, or other characteristics protected by law. As an Equal Opportunity Employer, we are committed to providing reasonable accommodations to job applicants with disabilities. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email or phone.

When contacting us, please provide your contact information, the job position or title, and state the nature of your accessibility issue.

Salary : $20 - $22