RedShelf prides itself on having a fun and competitive environment. Our team is passionate, entrepreneurial-minded, and always goes the extra mile to get the job done right. We offer the excitement and opportunity of a young, fast-growing, start-up with an extensive client base and a proven track record of success.

Job Summary:

The Customer Experience Specialist is responsible for…well, our customers’ experiences. Nobody reaches out to our team unless they’re having a problem — through empathetic, personable and clear communication, CE Specialists turn these customers into impassioned promoters.

Duties & Responsibilities: 

• Practice empathy and active listening
• Address emails, phone calls, tweets and DMs through our CRM platform in a warm, personable and direct manner
• Typical multitasking includes: combing through our internal Wiki, communicating clearly with your team leads, logging bugs and feature requests…all while providing responsive support to the customer.
• Morph internal data / industry jargon into fun and approachable communication
• Infuse passion and emotional intelligence into your work
• Approach others with curiosity and an assumption of positive intent
• Document each customer’s journey in clear and concise records for warm hand-offs and escalations
• Meet performance standards, including the confidentiality and security of information and response time metrics

Requirements:

• High emotional intelligence and empathy
• Excellent communication and organization skills
• 1+ year(s) service industry/support experience
• Multitasking without loss of quality or focus
• Cross-functional agility (does well on a team, does well on their own)
• Availability to work one of these schedules:
  • 12pm - 9pm T/Th + 9am - 6pm Sat
  • 12pm - 9pm W/F + 9am - 6pm Sun
• Discipline and integrity when working unsupervised/remote
• Some flexibility with schedule to meet changes in business needs

Other Desirable Skills/Experience:

• Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing is a plus
• Background and/or experience in educational technology and/or publishing
• Comfort and/or experience in a startup environment
• Ideal candidate is self-sufficient and highly motivated, self-directed and possess high energy and a passion for RedShelf

Why RedShelf?

Since inception, RedShelf has undergone tremendous growth, providing the learning community with the cutting-edge technology to transform education for future generations. The company’s goal is to give students access to course materials with much more functionality and at a much lower price than physical books. To do that, we partner with more than 600+ educational bookstores and publishers, offering students content at a 60 percent discount compared to the paper versions of the books.

Besides our competitive compensation package that includes company stock options, we offer an engaging office culture with frequent on and offsite events including video game tournaments, intramural sports teams, happy hours, volunteer work, and more.

EEO Statement:

RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.