Customer Service Representative (Seasonal) - San Mateo, CA

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Rafter, Inc. , the leading course materials management platform, lowers the cost of education by providing colleges and universities with much needed tools to manage the rapidly changing world of course materials on campus. To learn more visit and watch our video. Rafter evolved from, the first online textbook rental site, launched in 2008 with a mission to make education more affordable by allowing students to rent textbooks for up to 80% off the retail price. Rafter is one of the few private ed tech companies that is truly lowering the cost of higher education for students. By working directly with more than 300 schools to turn the painful and archaic process of managing course materials into a low cost, student-centric service, Rafter has saved students more than $250m . By taking an enterprise approach to course materials management, the Rafter Course Materials Network takes a more holistic approach that provides colleges and universities with a path to discover, adopt, distribute and manage physical and digital course materials. 500+ schools run on Rafter!
Since launching the first textbook rental site in 2006, BookRenter has never wavered from our mission to make education more affordable for all students. Every day, we focus on delivering students the best prices, the most flexible options, and the best service on earth. Offering more than 5.5 million titles and serving millions of students on over 5,000 campuses, BookRenter has saved students more than $180 million dollars on their textbooks. On March 13, 2012, Inc. formally changed its name to Rafter, Inc. We are still the same company with the same great people, only our corporate name has changed. With offices in San Mateo, California, Rafter, Inc. is a private company that is funded by prominent Silicon Valley venture capital firms.

Customer Service Representative (Seasonal)
Location: San Mateo, CA
Position Type: Temporary non-exempt (3 months)
Requisition #: 0210

Position Summary:
What are we looking for? At, our customers are our #1 priority. We are seeking individuals who are upbeat, able to maintain a sense of humor and a positive communication style with our customers at all times. We are looking for several call-center representatives with at least 6 months customer service experience. You will handle a large volume of telephone calls, chats and emails, as well as projects on a need basis. You will demonstrate personal drive, commitment & positive energy. Upon completion of your training, you will be empowered to solve problems independently in a results driven environment.

Primary Responsibilities:
Communicating effectively with customers via email, live chat, and telephone
Handling customers' inquiries
Researching, resolving, and following up on customer issues
Maintaining and updating our customer service database
Handling a large volume of phone calls, chat and emails
Assisting customer with order placing
Diligently following up with customers about their existing and previous orders
Appropriately documenting all transactions and pertinent interactions

Minimum Requirements:
Ability to communicate (verbally & written) professionally and clearly with all customers
Basic computer literacy. Must be comfortable with Microsoft Office Suite, and have experience using a PC in an office environment. If you don't know what a browser is, this job isn't for you
Experience using CRM and, Online Chat tools
Good comprehension skills-- ability to clearly understand and state the issues the customer presents
Good composition skills - ability to compose a grammatically correct, concise, and accurate written response
Excellent customer service skills, including maintaining focus on the customer issue amidst a bustling, fast-paced environment
Ability to quickly, pleasantly, and professionally work with customers to answer questions, deescalate problems, and determine an agreeable resolution to a customer's problem and follow through to ensure a level of service that presents an overwhelming positive customer service experience
Takes ownership to resolve challenging customer issues, only escalating when absolutely necessary
Ability to approach problems logically & rationally
Flexible with working schedule; including working weekends, holidays/events as dictated by business need; most often occurring in the weeks surrounding our busiest seasons. Overtime is often required and mandatory during our peak seasons
Maintain a positive attitude; a smile that can be heard through the telephone and in your written communication
Maintain a calm, professional demeanor when faced with high demand, high volume workloads
This is a temporary (3 months), full time, non-exempt position.

Read more about our success.

Rafter Experiences 1,400 Percent Annual Revenue Growth in On-Campus Commerce -

To learn more about Rafter , visit us on the web at .