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Customer Services Representative (Hybrid - 1x weekly on site)
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Job Description
- Req#: 744000018345887
Employer Industry: Academic Publishing
Why consider this job opportunity:
- Starting hourly pay rate of $21.98 (~$40,000 annually)
- Excellent work/life balance with a fantastic, flexible working culture
- 15 days paid vacation and 10 paid sick days
- Up to 8 weeks of paid parental leave and other significant life event leaves
- 401(k) plan with employer match and comprehensive medical, vision, and dental benefits
- Opportunity to contribute to a mission-driven organization that fosters human progress through knowledge
What to Expect (Job Responsibilities):
- Take ownership of customer queries received via phone and email, striving to increase customer satisfaction and first-time resolution
- Process orders, invoices, and quotes in a timely and accurate manner, addressing customer requests and escalating issues when necessary
- Resolve product or service problems by clarifying customer issues and determining the best solutions
- Review customer self-help portals and suggest new content or amendments to improve user experience
- Utilize Salesforce and SAP for managing customer contacts, orders, and invoicing while achieving personal objectives and KPIs
What is Required (Qualifications):
- Previous customer service experience preferred
- Experience working to accomplish KPIs and SLAs
- Excellent verbal and written communication skills in English
- Strong problem-solving skills and attention to detail
- Proficiency in Microsoft Office and experience with SAP and Salesforce preferred
How to Stand Out (Preferred Qualifications):
- Ability to type at least 40 words per minute
- Experience working in a fast-paced environment with minimal supervision
- Familiarity with customer service best practices and quality assurance
#AcademicPublishing #CustomerService #FlexibleWork #CareerOpportunity #WorkLifeBalance
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