Customer Support Representative - Contract
Nelson Education LTD, Canada

Nelson Education Ltd. is Canada’s leading educational publisher providing innovative products and solutions for learners of all ages. Nelson values and respects the lifelong learning continuum and dedicates its business efforts to the diverse learning needs of students and educators alike.

As the largest Canadian owned and operated K-12 publisher, Nelson is a leading provider of teaching and learning solutions in the industry. We have worked to earn the confidence of Canadian educators, students and parents. Our exceptional team of sales, marketing, and editorial professionals collaborate with educators, students, ministries, and industry experts to create and promote educational resources. We involve our customers in the development of learning solutions, investing in outstanding and dedicated people, and encouraging innovative and creative solutions to real issues.

Position Summary

Nelson Education is seeking an experienced Customer Support Representative to join our team. The role is responsible for ensuring outstanding customer service and sales support by meeting and exceeding all internal/external customer expectations both over the phone and by email. The successful candidate will demonstrate a passion for learning, takes the initiative to become involved, develops the knowledge needed to support all our internal and external customers and has a positive outgoing attitude.

Key Accountabilities

• Responding efficiently and accurately to all customer inquiries and concerns by telephone, email and Teams. Vital communication link between customers, all internal departments, and external partners
• Vital communication link between external customers and partners and internal teams
• Continuous problem-solving skills necessary and the ability to think quickly on your feet.
• Provide accurate and up to date product information and inform customers of related saleable supplements.
• Answer telephone calls with 2 rings. Ensure customer emails are responded to within 24 hours.
• Attend information sessions, meetings, and ongoing training, as required.
• Ability to work with internal and external cross-functional teams and partners.
• Take the initiative to become involved in special projects and leadership opportunities.
• Perform accurate order entry, gratis, and return/credit functions. Sometimes working under extreme time pressures
• Periodic overtime may be required during peak seasons.
• Other duties as required.

Requirements

Education, Skills amp; Experience

• A high school diploma /or equivalent work experience
• Bilingual (English/ French) is an asset.
• Call center experience is an asset.
• Exceptional customer service skills, demonstrating a professional tone at all times.
• Excellent well-developed oral and written communication skills
• Responsive, proactive, and interpersonal
• The ability to listen, focus and provide the most appropriate course of action or resolution.
• Enjoys working independently as well as collaborating with peers.
• Digitally savvy with trouble-shooting ability and confidence to think quickly on one’s feet.
• Strong problem-solving skills enjoys thinking outside the box.
• Excellent PC, MS Office, Teams, and Internet skills. AS400, Salesforce or NetSuite experience is an asset.
• Work remotely, be able to work the designated shift (9:30am to 5:30pm) with flexibility during the workday 8am to 6pm as needed for coverage and periodic overtime during peak seasons
• Demonstrate effective time management and organizational skills with a keen eye for detail.
• The ability to multi-task and to recharge daily.

If you are a motivated individual looking to contribute to a dynamic and growing organization, please submit your resume and cover letter. We thank all applicants for their interest; however only those selected for an interview will be contacted.

Benefits

• Hybrid work model
• Flexible working time
• Competitive Compensation
• Great company culture
• Great benefits and perks, including summer Fridays, partner discounts and more!

You don’t have 100% of the above qualifications? Do you still think Nelson is a great fit for you? We encourage you to apply anyways!

Nelson is an equal opportunity employer and is committed to Inclusion, Equity and diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.

Should you require any accommodation during the requirement process please reach out to .

Job Rewards and Benefits