Customer Care Representative

Learning Ally is a leading nonprofit education solutions organization that transforms the lives of struggling learners by delivering proven literacy solutions that help students reach their potential. Its mission is to radically change education, transforming the lives of children by providing reading interventions and solutions to help them succeed academically, build self-confidence, and thrive in school and beyond.

65% of fourth graders read below proficiency and are 400% more likely to drop-out of high school. And, for “most at risk” students (students of color, low income, English Language Learners and students with learning disabilities) the problem is even more acute.

Learning Ally seeks to break this cycle. With early student assessment, intervention and accommodation and professional development for educators, Learning Ally can identify and prevent learning issues by working with schools and educators to support new and struggling readers. Our solutions build a strong foundation for independent, engaged learners who are empowered to achieve socially, emotionally, and academically, regardless of background or learning difference.

Founded in 1948 as Recording for the Blind, to help soldiers who lost their sight in combat continue their education with audiobook products, Learning Ally has evolved to help individuals understand the unique ways they learn and match them to the solutions that enable personal achievement.

Today, Learning Ally reaches over 2,400,000 students, 600,000 educators and 24,000 schools across the country and continues to expand its reach. With a continued commitment to supporting students who learn differently, Learning Ally has joined researchers and neuroscientists from renowned institutions including UCSF and MIT, to better understand and address learning issues. You will find that our culture is one that is very committed to our mission, innovation, professional growth, and diversity, equity, and inclusion.

Purpose of Position:

As the first point of contact for customers seeking general and technical support with Learning Ally solutions, the Customer Care Associate’s engagement with the customer impacts the growth and success of the organization. The Associate:

Provides empathetic, efficient, and effective support to customers via phone, email, and other electronic communications.
Engages with the customer to clearly identify their needs and deliver timely solutions. The Associate encourages schools to add students, add books, and increase students reading with frequency.
Enhances the reputation of Learning Ally, improving the likelihood of referral of our services to others.
Contributes to the success of the organization as a whole by proactively identifying process improvements and playing a role in implementing them, managing competing priorities to focus on the goals of the organization, and using every opportunity with our customers to increase engagement.

School Success & Retention (Outbound)

Manage a portfolio of school accounts, proactively engaging with educators to ensure successful implementation and maximize engagement.
Drive high renewal rates by strategically supporting each cohort.
Lead the renewal process with a focus on retaining at-risk customers.
Increase product adoption by guiding schools to enroll students, assign books, and encourage consistent reading habits.
Analyze customer usage data to identify areas for support and opportunities to boost engagement.
Deliver interactive product training webinars for key accounts that require a personalized approach.
Champion reading engagement initiatives to enhance product utilization and student success.

How You'll Do It:

Use problem solving skills and available resources to troubleshoot technical issues with Learning Ally account or Audiobook application use, escalating to IT as needed and following through to resolution.
Respond efficiently and effectively to customer inquiries and maintain high customer satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Go the extra mile to engage customers - Use consultative sales skills to communicate the value and benefits of Learning Ally that best match the needs of our customers
Process applications, certifications and payments; and follow up on missing documentation as needed. Ensure the integrity of member data entered into NetSuite thereby providing accurate source data for all departments.

You'll have:

Experience trouble shooting customer technical issues with multiple operating systems (iOS, Android, Chromebook, PC, and Mac)
Positive attitude, flexibility, and willingness & passion for customer service
Drive and initiative to prioritize and self-manage time effectively
Strong phone contact handling skills, with excellent active listening, patience, and problem solving skills
Ability to type/talk at the same time toggle between multiple screens and enter and maintain accurate customer records
Experience with Call Center phone and case management systems
Solid verbal and written communication, relationship building and collaboration skills
Knowledge of MS Office (Word, Excel, Outlook, etc.) & Google Apps
Bilingual (Spanish) a plus

Learning Ally is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Learning Ally Inc

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Customer Care Representative