Titlewave Sales Support Specialist

Follett Content Solutions has been a trusted partner for educators since 1873! We support our educators that touch more than 45 million students worldwide. Follett Content Solutions helps build a diverse collection of print and digital resources to support every student. We are currently hiring for an Titlewave Sales Support Specialist. We are looking for an onsite team member working in our McHenry, IL on a hybrid schedule of Monday, Tuesday and Thursdays in the office. This position is a full-time non-exempt role offering $22.00 - $25.00 per hour eligible for overtime if needed. We offer an array of benefits, to see those benefits please see our careers main page.

Any pay range disclosed is based upon a combination of neutral factors such as required qualifications, experience, education, skill, training, certifications, seniority, etc. Follett Content Solutions reserves the right to provide any successful candidate a salary at the most appropriate level set as a result of such candidate’ qualifications, experience, education, skill, training, certifications or seniority.

Position Overview:

The Titlewave Sales Support Specialist position is a multifaceted, engaging, and fast-paced roll that provides advanced customer support for our eCommerce services and tools. This support is provided via multiple channels such as phone, chat, email and includes product offering/list building services and quoting. In addition, the Titlewave Support Specialist role performs and guides in the analysis of customer collections, facilitating the curation services and training on internal and external tools supporting Follett’s library and classroom customers.

Key Responsibilities:

Customer Support:

• Contact and follow through with customers who have requested a formal quote for products and services from initial call to closing the sale.
• Utilize Titlewave tools to assist, demonstrate, support, and/or train customers, prospects, and Follett Sales Consultant via outbound phones, email, chat, and video conference.
• Assist in the creation of product lists, quotes, and completion of orders.
• Update and investigate user information as needed.
• Aid and assist in the analysis of customer collections via collection analysis, weeding suggestions, and collection curation services.
• Collaborate on behalf of the customer across various departments such as customer service, technical support, and sales to troubleshoot and resolve customer related inquiries and needs.
• Identify developing market trends and/or customer needs to improve the customer experience and/or internal processes.
• Daily customer support tasks will include but not limited to customer support involving account maintenance, continued education and training on products and services, and diversification and support regarding all products and services offered within Titlewave and Follett Content Solution’s product portfolio.

SME & Internal Support:

• Maintain a comprehensive knowledge of eCommerce platform, services, products, and tools offered by Follett Content Solutions. This includes but not limited to navigation, troubleshooting, downloading, exporting, and database information/management.
• Serve as an internal SME and resource for other departments regarding Titlewave questions and resources.
• Assist with the testing and implementation of Titlewave enhancements and products/services.
• Provide and implement Titlewave training documentation and/or manuals for internal staff including but not limited to newly hired Account Managers.
• Communicate customer or account manager enhancement suggestions effectively to IT regarding Titlewave, to enhance the customer experience and streamline internal processes.
• Collaborate with customer and prospects on pertinent information gathered to capture best practices and documentation for Titlewave.
• Acquire and maintain appropriate knowledge of the PreK-12 educational market and industry trends.
• Discovery of new business opportunities:
• Qualify leads from both internal and external sources and partner with and support Follett Sales Consultants.
• Assist with Ad hoc requests and reports as needed.
• Generate procedures and documentation of day-to-day task and responsibilities; provide internal on-demand training and ongoing technical support as needed.
• Manage internal incentives for customer base including but not limited to sample requests and gift certificates.

Administrative Support:

• Document customer data and interactions within Salesforce
• Utilize Microsoft 360 Suite to complete specialized projects and daily tasks based on customer needs, and account solutions including but not limited to account management, tracking, and organization on behalf of the customer and business.
• Attend and participate in weekly department meetings and training sessions as required.
• Assist other departments as directed.
• Travel to national conferences or customer sites as a representative of Follett Content Solutions as deemed necessary.

• Associate's degree or Equivalent
• Minimum 3 years recent, relevant experience in a high-volume customer support and development role required.
• Strong organizational skills (documentable by sample and example).
• Strong project and time management skills.
• Work effectively & efficiently within a Team Environment.
• High attention to detail and ability to resolve complex customer issues and answer complex questions.
• Strong customer relationship building skills.
• Ability to work with and support customers base effectively and flexible when priorities are changing.
• Proven ability to deliver quality output in a flexible, often ad hoc environment.
• A general knowledge of data entry, website, and eCommerce navigation skills. SalesForce desired but willing to train the right candidate.

*As an Equal Opportunity Employer, we are committed to providing reasonable accommodations to job applicants with disabilities. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email or phone. 

Email: Send request to [email protected] 

Phone: Request assistance by calling 800.773.7010 x45130.

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