Provides information, account management, instruction, technical assistance, and training to support digital and non-digital customers by performing the following duties.

Position Essential Functions

• Receive inbound and make outbound calls responding efficiently to customer questions regarding print and digital art textbooks, Discussions4Learning, Davis Art Images, and SchoolArts materials including: assisting customers with sample selections, upsell products to customers, creating proposals, order processing, and digital samples and any issues arise with their accounts, including password reset.
• Respond to Davis Digital Support tickets.
• Collaborate with the Dir. Of Digital Curriculum and Digital Support Coordinator on short and long-term projects relating to Davis Digital, including development and implementation of new digital features, resolving technical or product issues, and resolving customer problems or complaints.
• Conduct webinar trainings to instruct digital customers on how to use Davis Digital, answer any questions about the platform, and communicate best practices.
• Assists Digital Support Coordinator with digital customer account set-up, including creating district and user accounts, setting up purchases, and initiating contact with customers to help them get started with Davis Digital. Assist district Administrators with their Davis Digital system set up by adding and dropping users and assigning the correct purchased products to each account.
• Provide ongoing support and follow-up to Davis Digital customers and Administrators for the length of their license including troubleshooting issues with operating systems, firewalls, etc., for digital customers, and resolving any questions or issues that arise with their accounts via phone, email, and webinars.
• Support the National Sales Manager, Sales Representatives and Consultants with their needs including, but not limited to, sample requests, proposals, promotional materials, presentation assistance, distributing lead information, and adoption and non-adoption sales support, including creating review accounts, setting up Davis Digital samples, and providing technical assistance in a prompt, efficient, and timely manner.
• Maintain CRM database. Enter requests for catalogs and textbooks sample/order information into CRM database and accounting system promptly. Log into CRM database any literature requests and customer information, comments, complaints, etc.
• Interact with CS & D Managers, National Sales Manager, Marketing, Accounting, Shipping, and other departments as needed to resolve representative and customer issues, concerns, and school returns.
• Ensure proper order processing, fulfillment, shipping, and billing of all orders.
• Other duties as assigned.

Hiring Requirements

• High School Diploma
• At least one year of Customer Service or related experience

Competencies

• Self-motivated, able to set daily priorities, work independently and consistently, and stay on task.
• Strong technology skills, ability to work with multiple devices and systems
• Strong verbal and written communication skills
• Strong problem analysis and problem-solving skills
• Strong organizational skills
• Strong customer service skills: good listening skills, assertiveness, accountability, and a positive attitude
• Adaptability and ability to work under pressure
• Ability to work within a team and collaborate with others.

Read the full job description which includes the physical and environmental requirements.