Dedicated Customer Ops Rep at Follett Content Solutions LLC – McHenry, Illinois

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 Dedicated Customer Service Ops Rep. This position is a non-exempt full-time position offering $21.00 - $23.00 per hour. 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.

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:

Provides seamless, excellent customer experience by delivering advanced customer support to assigned customer accounts and their Library Sales Representatives. Responsible for order management, promotion of products along with company initiatives.

Key Responsibilities:

• Support customers and deliver a great experience:
• Serve as main contact for assigned customers; develop trust through regular communication and follow-up.
• Onboard new customers including: configuring accounts, providing training and ensuring a great experience from order through delivery.
• Troubleshoot and resolve customer issues quickly and professionally, own cases to resolution and document outcomes.
• Escalate technical, billing, or operational issues to appropriate teams and drive timely follow-through until resolved.
• Act as liaison between customers and internal teams (sales, product, operations, finance, logistics, technical support) to coordinate requests and align expectations.
• Meet or exceed SLAs and performance metrics (e.g., response time, resolution time, customer satisfaction, retention).

Order management and operational effectiveness:

• Manage order lifecycle: Resolves questions/issues on orders, tracks status and coordinates any required updates/changes. Communicate with customer throughout the process as needed.
• Support the sales team with pre- and post-sales activities
• Create and maintain accurate customer records such as order and case notes
• Proactively identify account risk and opportunities for increased value; communicate insights or concerns to supervisor and sales team.
• Contribute to process improvements, knowledge base articles, and customer-facing materials.

Assists teams with company initiatives and growth:

• Partner with Sales and Customer Success to identify upsell/renewal opportunities and support revenue growth through proactive account engagement.
• Drive adoption of new products, processes, and tools by educating customers and collecting feedback to inform product and go-to-market improvements.
• Contribute to cross-functional projects and process improvements that scale operations and improve efficiency as the company grows.

Required:

• Exceptional attention to detail with a strong ability to complete repetitive tasks accurately.
• Excellent planning and organizational skills, with the ability to manage multiple priorities and meet deadlines.
• Strong written and verbal communication skills.
• Proactive, resourceful, and solution oriented.
• Strong time management skills with ability to prioritize appropriately and handle multiple accounts simultaneously.
• Proficient with CRM systems (e.g., Salesforce) and Microsoft Office Suite.
• 3-5 years of experience
• High School Diploma or Equivalent

Preferred:

• Previous experience in customer service, customer success or account management.
• Bachelor’s Degree or equivalent
• Proficient with CRM systems (e.g., Salesforce) and Microsoft Office Suite.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, without regard to race, color, religion, national origin, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law. 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 fcshr@follettcontent.com

Phone: Request assistance by calling 708-884-8526

When contacting us, please provide your contact information, the job position or title, and state the nature of your accessibility issue.