INTERN CSR - Customer Service Representative International - China!
The McGraw-Hill Companies - Monterey, CA

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CTB, a division of McGraw-Hill Education, is a leading global provider of educational assessment and reference solutions guiding Educators toward targeted instruction that is making a positive impact on student achievement. We have an exceptional Summer Internship opportunity for a Customer Service Representative, International to be based at our facility in Monterey, CA.

At CTB, an internship means working on meaningful projects in your field of interest. Opportunities are available in various disciplines, including Research, Technology, Publishing, and Marketing. Interns will collaborate with a CTB Mentor on a project, attend different training and information sessions, and learn about various operational aspects of a corporate environment. Now is the time to experience CTB/McGraw-Hill 2.0 as an intern!

You will work collaboratively with the Beijing, China team, the Indianapolis, IN customer care team, program management and business stakeholders to support and provide product training and services.

This work will include the following:
Taking an active role in product support (services and training) by being proficient in the demonstration of knowledge of company product features and functionalities, business processes and systems to troubleshoot, identify and resolve customer questions
Working with Beijing, China sales team to understand business strategy, goals and target segments
Working with the Beijing, China program manager in support of billings, order processing, and other deliverables
Working with product development, sales, and program management to create workable solutions for China customers
Identify sell-up or cross-sell product opportunities to existing customers and new business opportunities
Prepare marketing materials and presentations as needed by sales
Illustrate the product features and benefits that result in closed sales of additional products
Recognize situations that warrant processing or handling outside of standard business processes, make recommendations for resolution and escalate action for authorization
Apply independent judgment to resolve customer problems
Thinks beyond current processes, manuals, and scripts to resolve customer problems and make recommendations for improvement

MAJOR ACCOUNTABILITIES:
Successfully develop and deploy creative, workable solutions for China customers that meet the business objectives. Successfully learn CTB products being sold in China and be able to train and support such products.

OBJECTIVES:
Opportunities to support sales and customer care in Beijing China and program management in the U.S.

KNOWLEDGE AND WORK EXPERIENCE:
Fluent in English and native dialects for China regions served by CTB
Provide inbound customer response to inquiries, problem resolutions, revenue generation, billing and adherence to productivity metrics
Effective written communication skills that present thoughts in an organized and concise manner including the use of appropriate grammar, sentence structure, spelling and punctuation required
Demonstrated success in the ability to effectively communicate verbally by influencing and managing customer expectations, emotions, and escalations

ADDITIONAL SKILLS (Computer/Technical, Languages, etc.):
Working knowledge of Microsoft suite of products (Word, Excel, Office)
Ability to quickly learn numerous software programs used within the department required
Ability to prioritize responsibilities, workload, and multi-task using many applications at the same time to ensure customer commitments are met
Good listening, speaking, and writing skills required
Strong interpersonal and influencing skills required

DURATION: June 13, 2011 through August 5, 2011 (eight weeks)
LOCATION: Internship project will be at CTB's office in Monterey, California
COMPENSATION: $15 hourly plus housing, daily transportation, meal plans provided
EDUCATION/FIELD OF STUDY : Business, Education, or Management

McGraw-Hill Education is leading the charge to empower students and prepare professionals by launching the next generation of educational tools and resources. We created Planet Turtle , a K-3 social network for children and brought GradeGuru to life; a learning platform launched by the Higher Education Group which brings traditional study groups to the social web. Our award winning product, Acuity ® InFormative Assessment™, delivers instructional resources to prepare students for district and state exams. McGraw-Hill's acclaimed suite of Access -branded digital learning platforms literally placed surgical procedures in the hands of doctors through the ingenious use of the iPhone. Award winning Connect is a web-based, assignment and assessment platform. It provides a new learning experience that meets the needs of students and instructors today.

The McGraw-Hill Companies (NYSE: MHP) is a Fortune500 corporation with leading brand names such as Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power & Associates. By working together with our customers and partners, these brands are laying the foundation for a smarter, better world.

The McGraw-Hill Companies is an equal opportunity employer. Only electronic job submissions will be considered for employment. For special accommodation due to disability , please email webmaster -at- mcgraw-hill.com and your request will be forwarded to the appropriate individual.

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