Customer Success Specialist, West (remote)

Company Overview 

EPS Learning is a leading K–12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIREⓇ, Explode The CodeⓇ and Wordly WiseⓇ.  The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years.

We are looking for team members who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives and driving equity across our nation’s public schools. 

Position Summary

We are seeking a Customer Support Specialist who takes pride in delivering exceptional customer experiences through accuracy, empathy, and problem‑solving. This role plays a vital part in supporting our customers by managing inquiries, processing orders, and resolving complex or escalated situations with care and efficiency. You will work closely with internal teams to ensure every interaction reflects EPS’s commitment to service excellence.

Responsibilities

This role will be focused primarily on large and complex orders, account and contact maintenance, tax exemptions, digital commerce processing, and escalating internal and customer questions. As workload allows and business needs require, they will also act as first line of contact for standard cases and inquiries via phone, live-chat, or email. Receives, reviews, and accurately processes new orders and inquiries related to existing orders primarily related to key accounts, international accounts, and distributors. Examples include; ensuring completeness of documents and forms, providing order status, managing cancellations, and addressing more uncommon order needs.

• Liaison with the Sales Support team on any customer orders with special requests, large quantities, or complex shipping directives, and support delivery logistics communication to ensure an exceptional customer experience as part of major implementations.


• Monitors and reviews all digital commerce orders including ecommerce, Electronic Data Interchange (EDI), and PunchOut orders for completeness and accuracy prior to final approval and automation.


• Creates and maintains new and existing customer account and contact data, which includes address maintenance, hierarchy changes, duplicate cleanup, and managing organizational access for ecommerce purchasing. 


• Reviews, processes, and maintains state-level tax exemption certificates and associated account and transaction updates.


• Provides courtesy Order follow up for customers to ensure smooth and successful receipt of ordered materials.


• Processes any necessary credits rebill, and replacement orders to meet customer needs within department policy.


• Supportstax, invoice or purchasing related questions as first point of contact.


• Strives to resolve all customer inquiries in the first customer interaction. When appropriate, warmly transitions customers to internal teammates to resolve needs outside of customer support team expertise.


• All full-time employees are expected to work a minimum of an eight hour workday Monday to Friday with a general expectation to work occasionally on weekends and/or evenings based upon direct customer or business needs.

Qualifications 

• A minimum of three years customer service-related work experience.


• Two years data entry and keyboarding experience.


• Proven ability to work within a multi-channel communication structure both internally and externally that includes email, phone and instant messaging/chat tools.


• Ability to key large volumes of alpha/numeric data accurately.


• Ability to perform business math calculations.


• Proficient in Microsoft Office products and Adobe Acrobat.


• Excellent written, verbal, and interpersonal communication skills.


• Problem-solving skills and ability to resolve discrepancies.


• Strong organizational skills and the ability to manage multiple tasks. 


• Experience using NetSuite is a plus.

Benefits and Perks 

• We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience. 


• Other rewards include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance, generous PTO, sick and paid holidays, as well as employer paid life and short & long term disability insurance.


• We provide you with a laptop for your home office and a flexible remote-first work culture. 

 

Compensation Range: The pay range for this position is $22.00 - $26.00 per hour. The actual base pay offered is determined by several variables, such as the candidate's qualifications, experience, skills, education, location, and market conditions. Base pay is one component of EPS Learning's total compensation package, which also includes a generous benefits package, 401k plan, as well as bonus or commission.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.