Job Description

The Playaway Products team is hiring a Full -Time Customer Experience Representative to help support our growing business! This role will focus on providing exceptional customer support to public libraries and PreK-12 schools, while also building and maintaining internal relationships with our Account Mangers and internal stakeholders.

We're looking for a dynamic candidate who thrives in a fast-paced environment and excels at managing multiple tasks with efficiency. The ideal candidate is passionate about literacy and education, with a strong ability to problem solve, communicate clearly, and dedicated to providing an exceptional customer experience.

Duties & Responsibilities

• Provide thorough, customized solutions and world-class support as the first line of inbound communications through channels including answering phones, managing e-mail responses, and monitoring our live chat tool.
• Manage business order needs including order entry, tracking and shelf-ready processing.
• Develop and maintain strong relationships with our Public Library and PreK-12 Account Managers and other internal partners to align on effective resolutions and messaging, depending on the needs of the customer.
• Facilitate business critical information and customer data updates within our Customer Relationship Management (CRM) tools.
• Provide customer training and education on Playaway Products and web properties.
• Quick adoption and mastery of our internal CRM, NetSuite and our customer support software, Zendesk.

Qualifications

• Superior critical thinking and problem-solving skills.
• Proactive professional with a strong ability to take ownership of tasks and responsibilities.
• Positive person with an optimistic mindset.
• Friendly and professional contributor with excellent written and verbal communication skills.
• Tech savvy with a proficiency in smart-devices and computers.
• Meticulous attention to detail.
• Proficient in Microsoft Office applications including OneDrive, Word, PowerPoint, Excel and Outlook.
• Strong organizational skills with the ability to shift focus in our fast-paced environment.
• Works well independently and as a team player to achieve both personal goals and strategic team goals.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Full-time and qualified part-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD &D Insurance, Student Loan Repayment Program, Educational Assistance & generous paid time off.

Playaway Products is a subsidiary of Penguin Random House. Playaway Products and Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.