Customer Experience Specialist

Founded in 2012 and recently named one of the nation’s fastest-growing private businesses by Inc. Magazine, RedShelf is a Chicago-based EdTech company helping to make education both more affordable and more effective through the use of digital instructional resources. Partnering with more than 400 publishers and 1,900 campuses nationwide, we provide leading-edge digital course materials and an end-to-end Content Delivery System for effortlessly distributing those materials.   

Job Summary:

The Customer Experience Specialist is responsible for RedShelf’s most important product: our customers’ experiences. This is a crucial front-line role here to help our customers at a pivotal moment: when they run into a problem or have a question regarding our products and platform. Using empathetic, personable, and clear communication, CE Specialists remove any and all hurdles to win over our customers and make sure their experience is effective, effortless, and nothing less than excellent.

Duties & Responsibilities: 

• Practice critical thinking, active listening, and problem solving to assist students, professors, bookstore partners, and other customers of all ages
• Own outcomes for a queue of inquiries submitted by email, web form, and occasionally other channels (phone calls, social media posts, etc.) in a personable, bespoke, and direct manner
• Typical multitasking includes: reviewing customer and product information, combing through our internal resources, troubleshooting technical issues, logging bug reports or feature requests, and providing regular updates to the customer every step of the way
• Interpret occasionally vague requests to understand what customers’ needs are and synthesize internal data / industry jargon into meaningful insights for them that proactively addresses all their questions… including the ones they didn’t even think to ask
• Approach others with cooperation, passion, curiosity, and an assumption of positive intent
• Document escalated customer journeys in clear and concise records for warm hand-offs to internal, cross-team, and external partners
• Deliver results that meet or exceed performance standards regarding customer satisfaction, initial response times, and efficient resolutions

Requirements:

• High emotional intelligence and empathy
• Excellent communication and organizational skills
• 1+ year(s) customer service/support experience preferred
• Comfortability learning RedShelf technologies (mobile apps, eReaders, etc.) and using business standard tools (Google Suite, collaboration tools, email, Excel)
• Multitasking without loss of quality or focus
• Able to work 40 hours per week, and available for two semiannual periods of overtime as necessary to meet seasonal business needs
• Proven track record of discipline and integrity when working independently/remotely

Other Desirable Skills/Experience:

• Knowledge and appreciation of the advances in higher educational technology, course materials, and digital publishing is a plus
• Comfortable with learning through collaboration, feedback, and self-reflection
• Strong sense of ownership and personal responsibility on behalf of customers
• Ability to express themselves warmly through email or text-based communication
• Experience in a fast-paced startup or similar environment
• Ideal candidate is self-sufficient and highly motivated, self-directed and possess high energy and a passion for RedShelf

Why RedShelf?

RedShelf prides itself on maintaining an informal but fast-moving, hard-working, entrepreneurial culture. Our team members are smart, innovative, and passionate about improving education through digital technology.

We offer the best of both worlds: the energy and opportunity of a rapidly-growing organization, coupled with the stability of an extensive client base, strong financial backing, and proven track record of success. In addition to a forward-thinking environment with ample opportunity for professional and personal growth, our team members enjoy competitive compensation and benefit packages.

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.