POPtalk

We’re looking for a new BrainPOPper to join the team – someone fanatical about customer support.

And when we say fanatical we mean it.

• We’re ALL instructed and empowered to be responsible for making our customers happy.
  
• We’re encouraged to be creative with our service to instill delight.
  
• We aim to eradicate typical customer service bureaucracy – just focus on efficiency and an experience customers want to share.
  
• It’s more than OK to be a social business. Because that’s why our customers come back and spread the word.

You’ll be the sort of person who gets furious with poor service because you know you ALWAYS deliver exceptional service. It just comes naturally to your personality to be helpful.

There’s a reason this role is defined as “Activist”.

It’s an expression of your desire to advance the cause of amazing and modern customer service. To help our community understand our beliefs, culture and ambition. Our pursuit is happiness and you’ll be its keenest and most vocal supporter.

If this feels right to you, then we’d love to meet up. You could be our new shop front, Maître’d and voice all rolled into one. Our customers’ first, last and everything.

To be considered for this post you’ll need to:

• Tell us about the times you’ve delivered proactive customer service experiences
• Be a super organised self starter, who’s used to prioritising their own workload
• Be a natural problem solver.
• Have a bee in your bonnet for scrupulous detail
• Be pretty sharp with MS Office, CRM systems and data management
• Demonstrably show initiative, wherever that may be
• Be a fast-learner (someone that gets things quick and learns from mistakes)
• Have a confident, empathetic and highly effective phone manner
• Show sizzling support writing skills that demonstrate creativity, positivity and effectiveness
• Thrive in a small team/big ambition culture

We’d like you to:

• Have previous experience in any of the following:
  • Education sector / Educational software or Publishing
  • Telesales / call centre
  • Retail (customer facing, on- or off-line)
• L.O.V.E modern web tech & social media
• Have working knowledge of web skills, such as basic HTML, image manipulation, wiki management
• Thrive on a proactive selling attitude

You’ll know in your gut if this is the opportunity you’ve been waiting for.

This is a 12 month contract, with an option for permanent employment for candidates that turn out to be awesome. We’ve built our business on delivering a remarkable product and service to schools, parents and kids. BrainPOP is one of the most exciting, contemporary and rocket fuelled educational companies in the world. The business and our customers are a joy to work for. We won’t say anymore. We’re pretty sure you’re quite capable of Googling us

We would like you to submit a few paragraphs (approx. 250 words) on why you are passionate about customers and delivering GREAT service along with your CV to info@brainpop.co.uk .

All submissions need to be in by 5pm Friday 19th August 2011.

Related Posts:

• Joining the dots with the VIBs

It’s traditional at BrainPOP to ask teachers to join us at BETT each year. We call them VIBs.

2011 was no exception. We welcomed more VIBs than ever before: Dawn Hallybone, Ian Addison, Charlie Deane,  Tim Handley, Adina Popa, Tammie Mihet,  Tom Sale , Mhairi Healy, Vickie Bacon, Patricia McLean and James Maloney . All passionate about embedding ICT into classroom practice and all BrainPOP fans. But how do we get such great teachers to volunteer their valuable time to help support BrainPOP?

Our Friday VIBs (clockwise from left): Jim Maloney, Tom Sale, Dawn Hallybone, Ian Addison, Charlie Deane, Mhairi Healy

In truth it’s a million small interactions but essentially it comes down to two things.

First and foremost, the concept of a VIB wouldn’t be possible if the BrainPOPpers didn’t place keeping our customers happy as our No.1 priority. That’s easy to write, and often claimed, but hard work in practice. Working with our Educators is KEY to the BrainPOP experience. Just having a great product isn’t enough these days. We’re a social business.

Secondly, teachers and parents can be just as passionate about an educational resource they use, as the iPhone they carry or the TV show they tune into every week. If you’re lucky enough to find and connect with those engaged customers then it’s important to give them ways (small or large) to express that.

So when you combine a real time, personalised & remarkable customer experience with an amazing product you can, if you’re lucky, invite your customers to collaborate with you. So we do. Having a close connection with our Educator network makes a substantial difference to the quality of the conversations and feedback we can have with teachers, and not just at BETT.

And that’s what VIBs do – metaphorically speaking, they join the dots for us.

Teachers are fatigued with sales people at exhibitions like BETT, bored with endless direct mail and dismissive of cold calling. The chance for one teacher to connect  to another teacher, even if they don’t work directly with the same age range, makes a world of difference. It’s all to do with “domain expertise“, which even the BrainPOPpers cannot rival when it comes to talking about using BrainPOP day to day with pupils, and the power of word of mouth referral.

So we implicitly trust our Educators to support and represent BrainPOP. They are our Ambassadors and our Advocates. They simply are “Very Important” to us.

We’ll leave the final words to Jim Maloney, a Year 5 teacher and ICT Leader (and VIB!), from Blackpool:

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• Turning it up to 11 at BETT
• The magnetic power of technology
• WEBINAR: Is your school thinking about Google Apps?
• Highlights from the Scottish Learning Festival
• Quick! I’ve only got 10 mins