The Company

Literacy Resources is an educational publishing organization that offers a Pre-Kindergarten to 2nd Grade literacy curriculum that is currently taught in more than 24,000 schools in the United States, Australia, and Canada, with plans to expand to additional countries. In addition to selling a teacher-friendly 35- week Phonemic Awareness curriculum, flashcards, and other materials, Literacy Resources offers professional development services to educators, providing hands-on seminars and training sessions. Due to the success of the curriculum, Literacy Resources is growing rapidly and is seeking to expand its team to meet the growing demands and support effective implementation of the Heggerty Phonemic Awareness curriculum.

The Opportunity

Literacy Resources is seeking a dedicated, friendly, and detail-oriented Customer Support Specialist to join our growing team. Reporting to the Director of Operations, the Customer Support Specialist will support our Office & Operations Team as we work to scale our operations to accommodate our rapid growth in product sales. The Customer Support Specialist will respond to product, order, and technical support-related questions. The Specialist must be adept at managing phone, email, and social media support channels.

The ideal candidate will not only be impeccably organized and experienced at learning database and digital record-keeping systems, but will also be a strong communicator and able to interface with customers in a professional, warm, and courteous manner.

This is an exciting opportunity for someone who is looking to join a small but quickly-evolving team that has a strong national presence in the Elementary Education sector. This position will work 8am - 5pm CST, Monday - Friday at the office located in Oak Park, IL, however there may be an opportunity to begin the position remotely due to COVID-19.

Responsibilities

• Manage customer support tickets and phone queue by responding to customer inquiries in a timely manner.
• Respond to “tier 1” related questions related to the ordering process, product pricing information, and vendor information requests.
• Effeciently escalate questions as needed to Professional Development team.
• Resolve customer concerns or issues related to exchanges, returns, delivery issues, or order submission issues in a prompt and friendly way.
• Provide customer feedback to Director of Operations and relevant teams.

• Assist with Quality Assurance checks, school district information research and data entry, and other administrative procedures.
• Additional administrative duties or special projects as needed to support the Director of Operations and the Office & Operations Team.

Requirements

• Associate’s Degree required, Bachelor’s Degree preferred.
• Experience in education or educational publishing is a plus.
• Minimum of three years’ experience in a customer support role that requires regular client interaction over phone, email, and social media using tools such as HelpScout, Zendesk, or other relevant customer service platforms.
• Experience using ecommerce and cloud-based order processing tools.
• Excellent written and verbal communication skills.
• Highly detail-oriented and organized.
• Experience with database tools and management.

Benefits

• Health & dental insurance
• 401k with employer matching
• Paid time off
• 9 paid holidays