Edtech.com's Summary

McGraw Hill is hiring a Customer Service Advocate to serve as a reliable point of contact for customers, addressing their needs and proactively identifying issues to enhance their experience. The role involves managing customer communications via phone, email, or chat, updating sales orders using Oracle, and collaborating with various teams to resolve concerns while achieving departmental goals.

Highlights

Provide customer assistance through phone, email, or chat.
Conduct validation research using online, phone, email, and other resources.
Collaborate with Customer Service, Business Units, and Trade Credit teams to resolve issues.
Use Oracle order entry screens to update customer sales orders.
Stay current with best practices and business rules for account management.
Meet and exceed departmental performance goals and metrics.
Proficiency required in Microsoft Office; Oracle and Salesforce experience preferred.
Minimum of 1 year of relevant experience required.
Strong communication, grammar, problem-solving skills, and ability to analyze data independently.
Annual salary range: $27,600 - $40,000, with potential medical and other benefits.

Customer Service Advocate Full Description

Customer Service Advocate

United States
Corporate
Remote

Overview

Make an Impact!
At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?
In the role of Customer Service Advocate, you will be a trustworthy point of contact for our customers, and the ultimate advocate for their best interests. Working independently, you will understand customer requirements, queries, and proactively identify systemic issues that need to be resolved to prevent future customer concerns. Cross Training is an expectation we have of our associates across each of our customer experience teams. By having a more cross-trained workforce, we have an opportunity to improve the customer experience by increasing the likelihood that the customers will get their issue resolved on the first contact. As an associate, you will gain new skills and knowledge spanning multiple products and platforms across McGraw Hill. This will expose you to different groups and leaders across the company, thus increasing opportunities for career advancement.

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

Provide customer assistance customer via phone, email or chat
Conduct validation research using resources included – but not limited to – the internet, phone, email, and other reference tools
Partner with Customer Service, Business Unit contacts, and Trade Credit to resolve customer concerns
Utilize Oracle order entry screens to update the customers sales order as necessary to book the order
Keep current with departmental best practices and business rules for account classification usage
Meet and exceed departmental goals and metrics

We are looking for someone with:

1+ years of experience in a related field.
Proficiency in Microsoft Office.
Excellent Grammar and Communication Skills.
Ability to problem solve, work independently, and analyze data from multiple sources to resolve problems accurately.
Oracle/Salesforce experience preferred.

Why work for us?

At McGraw-Hill, we leverage cutting-edge technology to create innovative learning solutions that support learners at all stages of their educational journey. Our state-of-the-art digital tools and platforms provide personalized, interactive experiences that enhance understanding and retention. Being part of McGraw-Hill means joining a team dedicated to shaping the future of education and making a real impact on students' lives. It's an exciting opportunity to contribute to a company that values innovation, collaboration, and excellence.

The pay range for this position is between $27,600 - $40,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefit offerings.

McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com” email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

49824

McGraw Hill uses an automated employment decision tool (AEDT) to assist in the screening process by recommending candidates with “like skills” based on resume and job data. To request an alternative screening process, please select “Opt-Out” when asked to “Consent to use of Automated Employment Decision Tools” during the application.

Original Job Description

Customer Service Advocate

United States
Corporate
Remote

Provide customer assistance customer via phone, email or chat
Conduct validation research using resources included – but not limited to – the internet, phone, email, and other reference tools
Partner with Customer Service, Business Unit contacts, and Trade Credit to resolve customer concerns
Utilize Oracle order entry screens to update the customers sales order as necessary to book the order
Keep current with departmental best practices and business rules for account classification usage
Meet and exceed departmental goals and metrics

We are looking for someone with:

1+ years of experience in a related field.
Proficiency in Microsoft Office.
Excellent Grammar and Communication Skills.
Ability to problem solve, work independently, and analyze data from multiple sources to resolve problems accurately.
Oracle/Salesforce experience preferred.

Why work for us?

49824

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Edtech.com's Summary

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