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Remote-Customer Service-K-12

Job Title
Remote-Customer Service-K-12
Job ID
Chicago,  IL
Other Location
Nationwide CST/EST/PST time zone. Ad will be in Chicago

Educational Software for Guiding Instruction (ESGI) was founded in 2002 based on the need to provide real-time effective student performance data metrics that would help drive instruction outside of the traditional, paper-based assessment system.  Soon thereafter, the Educational Software for Guiding Instruction (ESGI) web-based assessment and reporting system was born. This online system manages the thousands of bits of data involved with tracking student mastery of letters, sounds, sight words, number sense, and more. To learn more, please visit us at:


Customer Service - K-12

Remote Position


Your tenacity while remaining organized and on top of all tasks will make you an asset to us and the communities we serve. You understand going above and beyond is not just a phrase, but a way of life. This is a phenomenal opportunity to utilize your customer service skills and join a collaborative team.


In this significant role, you will apply your exceptional detail oriented skills and ability to maintain a calm presence while you work from the convenience of your home supporting our customer support activities.



  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team targets and call handling quotas
  • Handle complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Respond promptly to customer inquiries
  • Handle and resolve customer complaints
  • Obtain and evaluate all relevant information to handle product, pricing and   service inquiries
  • Set up new customer accounts and perform verifications
  • Process orders, forms, applications and requests
  • Direct requests and unresolved issues to the appropriate designated source
  • Record details of inquiries, comments and complaints and actions taken
  • Prepare and distribute customer activity reports
  • Maintain customer databases
  • Manage administration
  • Communicate and coordinate with internal departments
  • Follow up on customer interactions
  • Provide feedback on the efficiency of the customer service process



  • Minimum 2-3 years combined experience in customer service, working directly on phones and online with customers
  • Classroom experience or knowledge in assessment products preferred
  • Excellent people skills, particularly on the phone and online; puts the customer first and desires to resolve all issues patiently and courteously
  • The position requires a high degree of flexibility and the ability and inclination to react quickly to changing needs in a fast-paced, entrepreneurial, dynamic environment
  • Must be a collaborative team player with excellent communication skills, written and verbal.
  • Proven customer support experience or experience as a client service representative
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively


Education and Experience:

  • College degree preferred but not required
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications
  • Ability to type
  • Knowledge of administrative procedures
  • Numeric, oral and written language applications
  • Experience implementing Zendesk and maximizing use of efficiencies and automation is preferred but not required



We value our employees’ time and efforts. In exchange for your hard work and dedication, we offer competitive compensation and medical coverage including health, dental, vision, life and disability insurance. We work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.