Customer Returns Representative - Tier 1

Connections Academy
Columbia, MD
Jun 13, 2017
Jun 21, 2017
Accountant, IT
Full Time
Company Summary:Founded in 2001, Connections Education is a leading provider of high-quality, highly accountable online education solutions for schools, school districts, and students in grades K12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. In 2017, Connections Education brings full-time online and blended school to 65,000 students across the US and abroad, and delivers online courses to over 340,000 students. In total, over 400,000 students in the US and 48 countries will receive online learning from Connections Education in 2017. Connections Education is based in Baltimore, Maryland and was named a Top Workplace by the Baltimore Sun for the third consecutive year and a 2013 Best Place to Work by Baltimore magazine. Regularly recognized for its outstanding curriculum and leadership, Connections Education is committed to expanding quality education through technology, and helping students achieve both academic and personal success. Connections Education is part of the global education company, Pearson.Position Summary:Working from our office in Columbia, MD, the Customer Returns Representative Tier 1 will be responsible for making inbound and outbound calls in an effort to successfully retrieve technology equipment and curriculum materials from Connections Academy families using a defined process flow and standard procedures. The primary role of the Representative is to achieve the highest level of successful returns while at the same time, focusing on retrieving materials in a timely manner. The Representative is responsible for initiating contact with the family via outbound phone calling, coordinating the on-site pickup of company products, and ensuring the returning product is tracked through the delivery and receipt process. The process includes regularly scheduled telephone contacts, regular mailing of correspondence, resolving a variety of customer issues by providing creative alternatives, and maintaining exceptional customer service throughout the retrieval process. The Representative must be able to use superb phone skills to work through difficult situations, produce necessary results, and be comfortable working in a fast-paced, deadline oriented environment. This position requires a flexible work schedule and overtime as necessary in order to meet company goals and deadlines. This position also includes a variety of support duties for other company departments as needed.Responsibilities:Actively manage all mid-year withdrawals and end of year returns as designated;Follow all documented policies and procedures to ensure consistent, ongoing success;Continually strive for a 100% return rate for technology and curriculum returns;Continually strive to exceed time-to-return goals;Meet and exceed all defined Key Performance Indicators and established metrics;Accurately update all company proprietary systems to maintain the internal asset management system;Research and resolve user-related issues regarding the returns process;Effectively utilize a variety of communication tools to ensure key issues are communicated to management; andAdditional responsibilities as assigned.High school diploma with some college coursework, desiredOne (1) year experience in customer service, collections, or returned goods experienceDemonstrated written and verbal communication skillsOutstanding phone skills and problem resolution experienceInbound and Outbound Call Center experience preferredComfortable working in a high-energy and fast-paced, technology-based environmentSelf-starter with a strong work ethic, can work independently, or as a member of a teamExperience using MS Office Suite and UPS WorldShip softwareStrong attention to detail and problem solving skillsAbility to work a flexible work schedule and overtime as needed, to meet company goals and deadlines

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