Customer Service & Training Representative
Great Books Foundation, Chicago, IL, United States
The Customer Service and Training Representative supports all of the Great Books Foundation customers including schools, school districts, adult books groups, and parents. This position will work cross-functionally to provide seamless support to customers. This position also provides support to both the Sales and Training branches of the Foundation by coordinating professional learning courses and events.
Essential Functions/Responsibilities
Coordinate the scheduling and delivery of the Foundation’s Professional Learning programs, including scheduling, organizing and shipping materials for online, in person, and asynchronous events
Communication with customers via email and out‑bound calls to schedule professional learning courses, confirm location, and online and onsite requirements.
Maintain a timeline for pre‑training activities including documentation and materials.
Supports in follow up and finalizing receipt of purchase orders as related to professional learning courses.
Collaborate with various internal stakeholders, including the Sales, Training, and Marketing teams
Maintains course schedules utilizing HubSpot CRM and ecommerce site, ensuring course details and accuracy.
Finalize courses upon completion. On‑board customers and course participants into the Foundation’s Shared Inquiry Learning Center.
Maintain, explain and enforce GBF scheduling and cancellation policy among staff and customers.
Liaise with third‑party vendors as needed.
Provide input on customer support tools and share customer feedback.
Communicate regularly with customers through multiple intake channels (phone, email, fax, webchat, etc.), responding to inquiries and concerns with promptness and attention to detail, and ensuring that customers are satisfied with the resolution of their issues
Process e-commerce orders, purchase orders and phone/credit card orders using our accounting software (Sage Intacct)
Liaise with fulfillment warehouse for customer service issues
Input accurate and timely notes from communications in CRM (HubSpot)
Accurately process customer returns and credit memos
Respond to vendor inquiries regarding the Foundation, including updating vendor information and providing documents when requested (W‑9, Vendor Forms, etc.)
Preferred Experience
Bachelor's degree is strongly preferred
2 –3 years of customer service experience
Experience managing events remotely is a plus
Timely follow up and high attention to detail
Ability to build strong relationships, internally and externally
Exceptional written, verbal, and interpersonal communication skills
Strong organizational and follow‑up skills
Ability to collaborate, communicate, and work in an online team environment
Experience working with CSM/CRM, e‑commerce, finance software and Google Workspace strongly preferred.
Physical Requirements/Working Environment
This is largely a sedentary role that frequently requires long periods of sitting to perform desk‑based computer tasks
The person will occasionally perform tasks that require standing, walking, twisting, using fine manipulation, grasping, using a telephone, writing by hand, and sorting and filing paperwork, as well as lifting, carrying, pushing, and pulling objects that weigh up to 25 pounds
The person may work in a remote setting with occasional in‑office meetings in Chicago required
About the Great Books Team The Great Books Foundation (the Foundation) empowers readers of all ages to become more reflective and responsible thinkers. To accomplish this, we teach the art of civil discourse through the Shared Inquiry™ method and publish enduring works across disciplines. Our dynamic team is always ready for a challenge and excited to collaborate to meet the needs of our customers and educational partners. We are a 501(c)(3) nonprofit best known for having originated the Shared Inquiry method of teaching and learning that has been a favorite of teachers and students for more than 77 years. We believe that literacy and critical thinking help form reflective, knowledgeable citizens equipped to participate constructively in a democratic society.
Working at the Great Books Foundation The Great Books Foundation has been headquartered in Chicago since 1947! We are proud of our person‑centered culture, longevity, and ability to adapt while offering a competitive salary and benefits package.
The Foundation is an equal opportunity employer. We strongly encourage and seek applications from women, people of color, and bilingual and bicultural individuals, as well as members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical condition, including acquired immune deficiency syndrome (AIDS) and AIDS‑related conditions.
Reasonable accommodation will be made so that all qualified applicants may participate in the application process. Please notify us in writing of special needs at the time of application.
Benefit‑eligible positions offer paid time off including vacation, sick, holiday, and volunteer time, as well as excellent benefits including health, dental, vision, basic AD&D, short‑term disability, long‑term disability, flexible spending account, dependent care account, and 403(b) retirement plan.
#J-18808-Ljbffr
Essential Functions/Responsibilities
Coordinate the scheduling and delivery of the Foundation’s Professional Learning programs, including scheduling, organizing and shipping materials for online, in person, and asynchronous events
Communication with customers via email and out‑bound calls to schedule professional learning courses, confirm location, and online and onsite requirements.
Maintain a timeline for pre‑training activities including documentation and materials.
Supports in follow up and finalizing receipt of purchase orders as related to professional learning courses.
Collaborate with various internal stakeholders, including the Sales, Training, and Marketing teams
Maintains course schedules utilizing HubSpot CRM and ecommerce site, ensuring course details and accuracy.
Finalize courses upon completion. On‑board customers and course participants into the Foundation’s Shared Inquiry Learning Center.
Maintain, explain and enforce GBF scheduling and cancellation policy among staff and customers.
Liaise with third‑party vendors as needed.
Provide input on customer support tools and share customer feedback.
Communicate regularly with customers through multiple intake channels (phone, email, fax, webchat, etc.), responding to inquiries and concerns with promptness and attention to detail, and ensuring that customers are satisfied with the resolution of their issues
Process e-commerce orders, purchase orders and phone/credit card orders using our accounting software (Sage Intacct)
Liaise with fulfillment warehouse for customer service issues
Input accurate and timely notes from communications in CRM (HubSpot)
Accurately process customer returns and credit memos
Respond to vendor inquiries regarding the Foundation, including updating vendor information and providing documents when requested (W‑9, Vendor Forms, etc.)
Preferred Experience
Bachelor's degree is strongly preferred
2 –3 years of customer service experience
Experience managing events remotely is a plus
Timely follow up and high attention to detail
Ability to build strong relationships, internally and externally
Exceptional written, verbal, and interpersonal communication skills
Strong organizational and follow‑up skills
Ability to collaborate, communicate, and work in an online team environment
Experience working with CSM/CRM, e‑commerce, finance software and Google Workspace strongly preferred.
Physical Requirements/Working Environment
This is largely a sedentary role that frequently requires long periods of sitting to perform desk‑based computer tasks
The person will occasionally perform tasks that require standing, walking, twisting, using fine manipulation, grasping, using a telephone, writing by hand, and sorting and filing paperwork, as well as lifting, carrying, pushing, and pulling objects that weigh up to 25 pounds
The person may work in a remote setting with occasional in‑office meetings in Chicago required
About the Great Books Team The Great Books Foundation (the Foundation) empowers readers of all ages to become more reflective and responsible thinkers. To accomplish this, we teach the art of civil discourse through the Shared Inquiry™ method and publish enduring works across disciplines. Our dynamic team is always ready for a challenge and excited to collaborate to meet the needs of our customers and educational partners. We are a 501(c)(3) nonprofit best known for having originated the Shared Inquiry method of teaching and learning that has been a favorite of teachers and students for more than 77 years. We believe that literacy and critical thinking help form reflective, knowledgeable citizens equipped to participate constructively in a democratic society.
Working at the Great Books Foundation The Great Books Foundation has been headquartered in Chicago since 1947! We are proud of our person‑centered culture, longevity, and ability to adapt while offering a competitive salary and benefits package.
The Foundation is an equal opportunity employer. We strongly encourage and seek applications from women, people of color, and bilingual and bicultural individuals, as well as members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical condition, including acquired immune deficiency syndrome (AIDS) and AIDS‑related conditions.
Reasonable accommodation will be made so that all qualified applicants may participate in the application process. Please notify us in writing of special needs at the time of application.
Benefit‑eligible positions offer paid time off including vacation, sick, holiday, and volunteer time, as well as excellent benefits including health, dental, vision, basic AD&D, short‑term disability, long‑term disability, flexible spending account, dependent care account, and 403(b) retirement plan.
#J-18808-Ljbffr