Project Lead The Way - Solution Center Representative

Project Lead The Way

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.