Customer Operations Representative

As a Customer Operations Representative at Follett Software, you'll be responsible for accurately entering orders, providing customer support through various channels, and resolving any inquiries related to order processing, warranties, or billing. Efficient time management and collaboration with other departments are essential to ensuring customers receive a full-service experience.

To be considered for the Customer Operations Representative position at Follett Software, candidates should have a high school diploma or equivalent, along with 1-3 years of experience in customer success or account management. Strong analytical skills, a proactive problem-solving attitude, and effective communication abilities are vital for success in this role.

Follett Software values its employees and provides a supportive environment for Customer Operations Representatives. You'll receive training, collaborate with other departments, and have access to resources and tools that aid in delivering an exceptional customer experience. We also ensure compliance with policies to foster respectful relationships within the team.

Candidates aspiring to excel as a Customer Operations Representative at Follett Software should possess excellent time management, organizational, and project management skills. Strong troubleshooting abilities and a focus on customer outcomes are critical for navigating challenges and ensuring customer satisfaction in this dynamic role.

At Follett Software, the work culture for a Customer Operations Representative is collaborative and fast-paced. Employees are encouraged to embrace challenges with a 'can-do' attitude. The company promotes teamwork and values respectful interactions, allowing for growth and a supportive atmosphere as they work towards a common mission in education.

The most important trait for a Customer Operations Representative is a strong commitment to customer service. Candidates should demonstrate their ability to empathize with customers, understand their needs, and find effective solutions while maintaining a positive attitude.

To effectively prioritize tasks, I usually assess the urgency and impact of each customer inquiry. I focus on high-priority issues that require immediate attention while ensuring all inquiries are addressed in a timely manner. Utilizing organizational tools can help keep track of each request efficiently.

In my previous roles, I have gained experience with various order processing systems, which helped me develop a strong understanding of how to enter and manage orders accurately. I am adept at navigating these systems efficiently and ensuring data integrity throughout the process.

When faced with difficult customer interactions, I remain calm and composed. I listen actively to the customer's concerns, validate their feelings, and work collaboratively to find a satisfactory resolution. Effective communication and empathy are key to diffusing tense situations.

To ensure customer satisfaction, I promptly address inquiries, follow up on orders, and continuously seek feedback. By actively engaging with customers and being attentive to their needs, I can create a positive experience that reinforces their trust in our services.

Teamwork is essential in the Customer Operations Representative role, as collaboration with various departments allows for a holistic approach to customer service. By working as a cohesive unit, we can provide comprehensive support and enhance the overall experience for our customers.

I utilize organizational tools such as task lists, calendars, and CRM software to keep track of inquiries. Setting priorities based on urgency and maintaining detailed notes also helps ensure that no customer inquiry is overlooked, even during peak times.

In a previous role, a customer experienced delays in receiving their order. I proactively communicated with the logistics team to understand the situation, provided regular updates to the customer, and ensured a prompt resolution. This approach not only solved the problem but also reinforced the customer's confidence in our service.

I am motivated by the opportunity to make a positive impact on customers' experiences. Seeing my efforts lead to happier customers and successful resolutions is incredibly rewarding, and it drives me to continually improve my skills and deliver outstanding service.

If I encounter a question I can't answer immediately, I would let the customer know that I’ll find the information for them. I would research the answer or consult with a colleague, ensuring I follow up promptly and accurately. This transparency helps build trust with the customer.