Job Description

Job Title Customer Experience Specialist

Description

At Macmillan Learning, the health and safety of our employees and contract staff is a top priority. Accordingly, COVID-19 vaccinations will be required for all staff that will be working in a Macmillan Learning office, or have job duties requiring them to travel for work. If offered the role, the candidate will need to provide proof of vaccination in advance of their start date. Employees can request religious and/or medical exemptions to this requirement by following the process outlined in the offer letter. This position is located in either our Austin office or remotely, with a strong preference for candidates who would work from the office. The position is also eligible for remote employment; it will exclude the following locations: Alaska, Arkansas, Colorado, Hawaii, Mississippi, South Dakota, West Virginia, Wyoming.Macmillan Learning is seeking a Customer Experience Specialist for our Higher Education team. As a member of the Customer Experience team, the Customer Experience Specialist - Higher Ed advises and negotiates with higher ed instructors and administrators to provide guidance, training, and support that exceeds expectations. They serve as a proprietary software authority working to resolve any issues that instructors encounter within their Macmillan Learning digital solution.Responsibilities include, but are not limited to: Consult and train higher ed instructors using Macmillan Learning digital products to recommend best practices for course implementation to ensure the instructor's course goals are met.Analyze and diagnose technical issues that instructors encounter with Macmillan Learning digital platforms, and then recommend and implement solutions. Advise instructors in using all aspects of Macmillan Learning digital platforms. Compose responses to all instructor inquiries and requests in a timely and professional manner.Respond to instructor inquiries regarding content, including addressing comments, misconceptions, and errors by both students and instructors. Help write custom questions for instructors upon request.Work with the sales and marketing teams on activities designed to promote learning success and retain current business. Establish and build upon the relationships with instructors to promote renewal business.Provide recommendations and feedback on future software enhancements and content development based on analysis of experience with customers, user needs, and customer feedback. Required Qualifications: Bachelor's degree requiredExperience as a teacher, tutor, or TA Background in Life SciencesExperience with typical office software including email, spreadsheets, and word processing.Strong organization and time management skills Preferred Qualifications: Experience with Google AppsMaster's degree or PhD preferredPrevious experience with incorporating digital education materials into a higher ed classroomExperience with Moodle and/or another LMS (Blackboard, Canvas, D2L, Sakai)Customer service experience Macmillan Learning is an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, family status, economic background and status, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. BenefitsRegular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee's date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees. Competitive pay and bonus planGenerous Health Benefits (Medical, Dental, Vision)Contributions to your 401k retirement account through FidelityGenerous paid time off policy and paid holidaysEmployee Assistance Program, Education Assistance Program100% employer-paid life and AD&D insuranceAnd much more! Macmillan Learning is a privately-held, family owned company that improves lives through learning. By linking research to learning practice, we develop pioneering products and learning materials for students that are highly effective and drive improved outcomes. Our engaging content is developed in partnership with the world's best researchers, educators, administrators, and developers. To learn more, please visit macmillanlearning.com or see us on Facebook, Twitter, LinkedIn or join our Macmillan Community. Macmillan Learning is a division of the Holtzbrinck Publishing Group, a family-owned global media company headquartered in Stuttgart, Germany. We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. You can read more about our Diversity, Equity, & Inclusion initiatives here.The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an affirmative action program in compliance with the NY Department of Education's guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.

You have applied correctly

A message has been sent to the employer, you are going to receive the reply soon. Good luck!

You have applied correctly

The request has been sent correctly. However, we have seen that your resume is incomplete. We highly recommend you to fill it to let the employer know you. These are the fields you have empty: