Solution Center Representative in Indianapolis, Indiana at Project Lead The Way (PLTW)

OVERVIEW

The Solution Center Representative delivers exceptional support to PLTW’s nationwide network of schools. Serving as the first point of contact for curriculum-related inquiries, this role partners with educators and administrators to troubleshoot issues, provides clear guidance, and ensure a positive experience. The representative offers patient, solution-oriented assistance throughout implementation and support processes, identifies opportunities to enhance services, and applies effective problem-solving techniques to resolve routine inquiries. Occasional travel required.

Must be available to work Tuesday through Saturday with extended hours (3:00 PM – 12:00 AM ET)

RESPONSIBILITIES

• Provide exceptional customer service and resolve basic to intermediate inquiries, including program questions, curriculum assistance, purchasing, and Tier 1 IT support.
• Guide customers through system navigation, database updates, and troubleshooting while maintaining accurate records in CRM tools.
• Handle a high volume of inquiries via phone and email, ensuring timely and effective resolution.
• Identify opportunities for additional products or services and collaborate with team members to resolve complex issues.
• Perform administrative tasks and support special projects to improve customer experience and operational efficiency.
• Meet established targets for utilization, service level, productivity, and quality standards.
• Identify and recommend potential opportunities to incorporate innovative methods and emerging trends within area of expertise.
• Other duties as assigned.

QUALIFICATIONS

• High School Diploma or equivalency.
• 2 years of relevant customer service experience (e.g., call cente)

PROFESSIONAL SKILLS

• A customer-centric approach to all internal and external interactions.
• Seeks and embraces diversity of thought, culture, and experience.
• Takes pride in the work, celebrates success, and has fun.
• Approaches work with curiosity and experimentation.
• Ability to leverage various resources (internal customer portal, customer relationship management tool, team members, and reference documents) to quickly answer inquiries.
• Attention to detail and exceptional verbal and written communication skills.
• Professional phone etiquette and ease in using a multi-line telephone system.
• Ability to work independently, take initiative and complete self-directed training activities.
• Knowledge of Microsoft Office.
• Ability to thrive in a team-oriented, collaborative environment.
• Accountable and consistently meets deadlines.
• Commitment to continuous improvement, personal growth, and development.