Returns Management Representative

Description Company Summary:

Connections Academy, a "school without walls" is a virtual educational program serving K-12 students in a non-classroom-based environment. A Parent/Learning Coach along with a certified Teacher work with students using a standards-based, online/offline hybrid curriculum supported by a host of web-based technology tools and resources. This is a unique opportunity to be part of an exciting new schooling model that leverages new technologies, capitalizes on recent policy initiatives and creates alternative teaching and learning options for students, parents and teachers.


Position Summary and Responsibilities
The Returns Management Representative (“RMR”) will be directly responsible for retrieving leased equipment and educational curriculum materials from CA families using the defined requirements of the Returns Management Process. The primary role of the RMR is to contact the family, initiate pickup of CA products, and ensure returned product is tracked through delivery and receipt process. The RMR manage this process in a timely manner with minimal risk of loss. The RMR will be responsible for regular, efficient telephone contact, issue resolution, providing returns management alternatives, and maintaining exceptional customer service focus throughout the entire retrieval process. The RMR must be able to talk through difficult situations, produce results, and will work in a fast-paced environment while meeting goals and deadlines. Flexibility in schedule is necessary in order to meet department needs and demands. This position is located in the Elkridge, Maryland office.


Responsibilities:
• Initiate and secure returns processing through regular phone contact
• Continually strive for and deliver 100% return success rates
• Initiate and manage return of all equipment and materials as defined by documented policies and procedures
• Accurately update CA proprietary systems and maintain internal asset management system
• Manage and process all normal end-of-year and mid-year returns
• Assist in preparation of outstanding material and asset reports by gathering relevant collection data
• Research and resolve user-related issues regarding collection process of outstanding products
• Effective use of communication tools ensuring any internal control problems/issues/concerns are communicated on a timely basis to management
• General office and clerical duties as necessary

Requirements • 3+ years Customer Service/Collections/RMA experience
• Strong telephone phone skills a must
• Attention to detail; self-directed; self-starter; expert problem solver ; able to work independently and with a team maintaining a strong work ethic; ability to promote positive work atmosphere
• Comfortable working in a high-energy, fast-paced, technology-based environment
• Ability to meet deadlines and balance multiple projects under fast-paced technology-based environment while maintaining business customer focus
• Extensive experience using MS Office Suite
• Experience in UPS World Ship and new software products
• Bachelor's degree in a business, or related field area, desirable
• Excellent verbal/written communication and organizational skills

Strong analytical and troubleshooting skills