Customer Service Representative
: Job Details :

The Reading League, Inc. (TRL) is a nonprofit organization based in Syracuse, New York, whose mission is to advance the awareness, understanding, and use of evidence-aligned reading instruction. The Reading League focuses on improving literacy outcomes for ALL students by providing educators and other stakeholders with professional knowledge about the science of reading - a body of knowledge that reveals how to develop skilled reading and writing most effectively.

POSITION OVERVIEW

Reporting to the E-Commerce Manager, the Customer Service Representative interacts with outside customers to provide support, assistance, and information regarding products sold in the E-Commerce store and supporting other services offered by The Reading League. This is a part-time position, up to 20 hours a week.

GENERAL RESPONSIBILITIES

• Handle customer inquiries via phone and email to provide information about our products and services
• Provide information about TRL products and services
• Provide quotes and shipping information to customers
• Efficiently troubleshoot and resolve customer problems, ensuring customer satisfaction
• Accurately process customer orders and returns, adhering to company policies and procedures
• Document and update customer information, maintain accurate records in our CRM system
• Identify opportunities to cross-sell or upsell products and services to customers
• Keep informed about product features, promotions, and company policies
• Create instructional content, such as FAQs or how-to guides, to assist customers
• Process and package orders using the Shopify platform, as needed

QUALIFICATIONS

• Bachelor's degree preferred
• One to two years customer service experience required
• Experience with instructional practice aligned to the science of reading
• Excellent communication skills, both verbal and written
• Ability to work independently
• Excellent problem-solving and conflict-resolution abilities
• Ability to work effectively under pressure and meet deadlines
• Proficiency in using computers and customer service software
• A positive and customer-focused attitude
• Ability to multitask, prioritize, and manage time effectively
• Knowledge of Google Workspace or Microsoft Office
• Ability to convey The Reading Leagues mission and vision

WORKING CONDITIONS

• Ability to lift up to 25 pounds; accommodations provided
• Work may be performed remotely
• Core working hours are 9 am to 5 pm EST, Monday through Friday
• Occasional nights and weekends

At The Reading League, we believe that our work is most impactful when led by a team that represents diverse cultural backgrounds. We welcome all qualified individuals to apply and especially invite applications from those who would add to our team's diversity.

The Reading League provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

www.thereadingleague.org/diversity-statement/