Customer Success Agent

Job Description:

Full-Time | Remote | $20.00 per Hour

Schedule: Monday through Friday, 9:00 a.m. to 5:30 p.m. EST

Location: Remote

Bilingual (Spanish/English) candidates are encouraged to apply.

Join Us in Helping Create Lifelong Readers!

At Scholastic Book Fairs, our mission is to inspire a love of reading in children and families. As a Customer Success Agent, you will play a key role in delivering exceptional service to our customers while supporting sales initiatives, special programs, and operational excellence.

Position Summary

The Customer Success Agent serves as a trusted resource for customers and internal partners by resolving inquiries, addressing concerns, and providing support across a variety of programs and services. This role requires a customer-focused professional who thrives in a fast-paced environment, demonstrates strong problem-solving skills, and is committed to delivering outstanding customer experiences.

Key Responsibilities

• Respond to customer inquiries via phone, email, and other communication channels in a timely, professional, and courteous manner.
• Support customers across a variety of programs and services, including restocks, financial form assistance, point-of-sale troubleshooting, catalog orders, and related inquiries.
• Investigate and resolve customer concerns by identifying root causes, determining appropriate solutions, expediting corrections or adjustments, and following through to ensure complete resolution.
• Escalate complex issues as needed while maintaining ownership of the customer experience.
• Provide support for operations and distribution-related inquiries when required.
• Assist with business initiatives and special projects during non-peak periods, including reconfirmations, program conversions, Scholastic Dollars® redemption, collections support, school closure documentation, Fair Order reviews, and inventory right-sizing efforts.
• Maintain a thorough understanding of company products, programs, processes, and policies to effectively support customers and recommend appropriate solutions.
• Accurately document customer interactions and ensure compliance with established policies, procedures, and service standards.
• Build and maintain strong partnerships with sales teams and cross-functional departments to support customer satisfaction and business goals.
• Meet performance expectations related to productivity, schedule adherence, customer satisfaction, and service levels.
• Participate in training programs, team meetings, and ongoing development opportunities.
• Demonstrate and support Scholastic's mission, values, and commitment to customer success.
• Maintain regular and reliable attendance and be available to work overtime or adjusted schedules when business needs require.

What We're Looking For

• Passion for providing exceptional customer service and creating positive customer experiences.
• Strong verbal and written communication skills.
• Excellent problem-solving, organizational, and multitasking abilities.
• Ability to work independently while collaborating effectively within a team environment.
• Adaptability and flexibility in a fast-paced, evolving environment.
• Strong attention to detail and commitment to accuracy.

Join our team and help make reading accessible, exciting, and rewarding for children across the country.

Qualifications

JOB REQUIREMENTS

• High school diploma or GED required.
• Minimum of two (2) years of customer service, call center, or related business experience required.
• Demonstrated customer service skills, including the ability to professionally handle customer inquiries, resolve complaints, and maintain a positive customer experience.
• Proficient in Microsoft Office applications, including Excel, Word, Outlook, and Teams. Experience with Salesforce or similar CRM systems preferred.
• Must have a private or semi-private home office workspace that is free from distractions and excessive background noise.
• Home office workspace must include appropriate furnishings, such as a desk, chair, and adequate lighting to support productivity and professionalism.
• Reliable high-speed internet service with minimum speeds of 100 Mbps download and 50 Mbps upload required. Must be capable of connecting directly to the modem through a hardwired connection. Internet speeds must be verified through Speedtest.net.
• Strong organizational, time management, and multitasking skills, with the ability to prioritize work, meet deadlines, and maintain a high level of accuracy and attention to detail.
• Strong mathematical aptitude and analytical skills preferred.
• Ability to thrive in a fast-paced, high-volume call center environment. Previous call center experience is preferred.
• Excellent verbal and written communication skills.
• Demonstrated ability to work collaboratively with others, adapt to changing priorities, and contribute to a positive team environment.
• Commitment to complying with all applicable company policies and local, state, and federal regulations, including OSHA, DOT, and EEOC requirements.

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EEO Statement:

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

EEO is the Law Poster

EEO Scholastic Policy Statement

Pay Transparency Provision