Solution Center Representative

OVERVIEW

The Solution Center Representative provides exceptional service experiences to our extensive national network of schools. As part of the Solution Center team, this position will act as a first line of support for PLTW curriculum and will interface with teachers and administrators when troubleshooting issues to answer their questions and concerns. A successful SCR will provide friendly and patient customer service while guiding schools through various implementation and support services, identify new opportunities for additional services as well as conduct problem solving techniques to resolve basic types of inquiries. Occasional travel required.

Must be available to work Tuesday through Saturday with extended hours (3:00 PM – 12:00 AM ET)

RESPONSIBILITIES

• Provide exceptional customer service while guiding the network through various implementation services by utilizing active problem solving.
• Resolve basic-intermediate types of implementation and support inquiries including:
• General program inquiries.
• Basic curriculum assistance.
• Purchasing / order status inquiries.
• School registration support.
• Equipment and software inquiries.
• Tier 1 IT support.
• System and site navigation.
• Database/contact information changes and interactions.
• Identification of new opportunities for additional PLTW services.
• Handle a high volume of customer inquiries both over the phone and by email.
• Identify potential, new product / service opportunities.
• Collaborate and leverage team to resolve issues for the network.
• Perform high volume processes with detailed tracking and accountability using a Customer Relationship Management (CRM) tool. 
• Perform general administrative duties and other related tasks.
• Meet targets for utilization, service level, productivity, and quality.
• Support staff members with various projects.
• Identify and recommend potential opportunities to incorporate innovative methods and emerging trends within area of expertise.
• Other duties as assigned.

QUALIFICATIONS

• High School Diploma or equivalency. 

PROFESSIONAL SKILLS

•  A customer-centric approach to all internal and external interactions. 
•  Seeks and embraces diversity of thought, culture, and experience.
•  Takes pride in the work, celebrates success, and has fun.
•  Approaches work with curiosity and experimentation.
•  Ability to leverage various resources (internal customer portal, customer relationship management tool, team members, and reference documents) to quickly answer inquiries.
•  Attention to detail and exceptional verbal and written communication skills are a must.
•  Professional phone etiquette and ease in using a multi-line telephone system.
•  Ability to work independently, take initiative and complete self-directed training activities.
•  Knowledge of Microsoft Office.
•  Ability to thrive in a team-oriented, collaborative environment.
•  Accountable and consistently meets deadlines.
•  Commitment to continuous improvement, personal growth, and development.