Customer Success Agent

Florida - Remote

Full time

R15875

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.

Time Type:

Full time

Job Type:

Regular Seasonal

Job Family Group:

Cust Svc & Call Center

Location Region/State:

Florida

Compensation Range:

Hourly Rate: 20.00

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 (https://www.scholastic.com/content/dam/scholastic/corp-home/eeo-is-the-law-poster-english.pdf)

EEO Scholastic Policy Statement

Pay Transparency Provision (https://www.scholastic.com/content/dam/scholastic/corp-home/pay-transparency.pdf)

For more than 100 years, Scholastic Corporation (NASDAQ: SCHL) has been meeting children where they are – at school, at home and in their communities – by creating quality content and experiences, all beginning with literacy. Scholastic delivers stories, characters, and learning moments that empower all kids to become lifelong readers and learners through bestselling children’s books, literacy- and knowledge-building resources for schools including classroom magazines, and award-winning, entertaining children's media.

As the world's largest publisher and distributor of children's books through school-based book clubs and book fairs, classroom libraries, school and public libraries, retail, and online, and with a global reach into more than 135 countries, Scholastic encourages the personal and intellectual growth of all children, while nurturing a lifelong relationship with reading, themselves, and the world around them.

Learn more at www.scholastic.com .