Customer Service Representative

About Learning Resources:

We are Learning Resources, and learning is where we play. Voted one of the Chicago Tribune's Top Workplaces, we're a growing, family-owned company known for our award-winning educational toys, including top sellers Pretend & Play Calculator Cash Register, Farmer's Market Color Sorting Set and multiple Toy of the Year winners! We even help pets learn and grow through our pet brand Brightkins. If you're curious, collaborative, and a kid at heart, you'll feel right at home here. Join us in shaping the future of learning with our award-winning team!

Team & Position Description:

The Customer Service Representative I supports dealer and direct customers by accurately processing orders, responding to inquiries, and ensuring service standards are consistently met. This entry-level role builds a strong foundation in customer service operations, order management, and issue resolution while working closely with internal teams. The role offers hands-on experience that develops accuracy, problem-solving, and professional communication skills with clear opportunities for growth. Success in this role requires attention to detail, responsiveness, and the ability to collaborate effectively while managing a steady workload in a fast‑paced environment

What you'll do day to day:

• Efficiently process orders in a high-paced environment, serving both Dealer and Direct Customers. This includes vigilant monitoring of customer portals for order processing and shipping notifications, as well as daily checks of customer portals.
• Address customer inquiries through email, our website, or social media platforms.
• Actively engage in responding to customer reviews across company websites and social media platforms to maintain positive customer relations.
• Maintain up-to-date knowledge of company products, policies, and procedures. Gain a comprehensive understanding of customer needs pertinent to your assignments.
• Answer all queued calls promptly, ensuring timely and effective resolution of customer queries and issues.
• Seek out and propose opportunities for process improvements that positively influence customer experience.
• Meet or exceed monthly key performance indicators, demonstrating commitment to operational excellence and customer satisfaction.
• Be prepared to take on additional duties as required, adapting to the evolving needs of the role and the organization.

What we're looking for (Key Performance Objectives):

• Order Accuracy: Achieve consistent order accuracy within the first 60 days by following established procedures.
• Customer Responsiveness: Meet response time expectations by 45 days and independently resolve routine inquiries by 90 days.
• Knowledge & Systems: Demonstrate working knowledge of products, policies, and systems within 90 days.
• Call Coverage: Reliably support call queue coverage by 30 days and manage assigned volume independently by 90 days.

Ideal Attributes:

• High School Diploma required
• 1-3 years of customer service or call center experience
• Basic proficiency in Microsoft Windows and Microsoft Office
• Clear and professional communication skills
• Strong attention to detail
• Ability to manage multiple tasks
• Problem-solving mindset and willingness to learn
• Dependable follow-through and teamwork

Physical Demands

• Primarily seated, with occasional standing
• Frequent computer and phone use
• No travel required

We are a drug-free workplace and an EEO employer.

Please note: This role will be filled by our internal recruitment team, so no assistance is needed from any outside staffing agency at this time.

Compensation Range: $21.00 - $22.00 per hour - Actual compensation may vary due to other factors such as: years of experience, skill set and location. Total compensation includes profit sharing bonus potential, 401k matching, and a variety of other benefits (details can be found here).

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