Customer Support (Southfield)

Company Description IMSE Orton-Gillingham is on a mission to empower educators to help every child learn to read. For over 25 years, we have been providing training to educators in implementing the Orton-Gillingham approach, a proven, multi-sensory method that helps children understand the foundational elements of reading. All of our instructors are CERI-certified educators with classroom experience using Orton-Gillingham strategies. We offer private, customized training for school districts and public trainings nationwide, supporting teachers in fostering individualized learning for diverse classrooms. Role Description This is a full-time remote role for a Customer Support professional. The primary responsibilities include resolving customer inquiries, ensuring customer satisfaction, providing technical assistance, and analyzing customer concerns to provide tailored solutions. This role requires proactive communication with customers via multiple channels and providing a high standard of service to address and resolve their needs effectively. Job Responsibilities and Expectations Support and exemplify the mission and vision of IMSE in everyday tasks by focusing on the following core values: Have an Innovative Mindset by embracing a culture of innovation and continuous improvement Maintain a Customer-Centered approach through professionalism by ensuring that interactions and decisions are carried out with the customer's best interests in mind Be Committed to Collaboration by uniting as a cohesive team with shared goals, supporting one another whenever needed Practice Accountability by caring deeply about your work Correspond with customers by telephone and email to provide information and solutions about our products and services Data entry - Keep records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken Collaborate with other departments to resolve customer issues Various administrative duties involving IMSE's internal system Discussing various aspects of IMSE with interested clients Other tasks as deemed necessary by management Qualifications Proven proficiency in Customer Support, with a strong focus on resolving customer inquiries and maintaining satisfaction Strong Interpersonal and communication skills, with the ability to build positive relationships with customers Technical Support skills, including troubleshooting and assisting customers with technical solutions Analytical Skills to assess customer issues and provide data-driven recommendations Organizational and time management skills Ability to work independently in a remote environment Familiarity with customer relationship management (CRM) tools is a plus Previous experience in the education or training industry is highly valuable Professional and courteous telephone voice, ability to field client questions and assist clients over the phones Strong attention to detail Exceptional organizational skills and the ability to manage multiple priorities Excellent computer skills (familiarity with Google Drive a plus) Excellent verbal and written communication skills Ability to navigate a fast-paced work environment Enthusiastic, can-do attitude – demonstrates the desire to learn and grow with an exciting, growing company Professional work ethic Positive team player Ability to execute requests in a timely and accurate manner Equivalent work experience (2 years) Hybrid work - Three days a week in Southfield Headquarters. Two days working from home OR Remote in the United States Expected Start Date - ASAP Salary Range: $45,000 At IMSE , we believe that diverse perspectives strengthen our teams and fuel innovation. We are proud to be an inclusive workplace. IMSE is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.