Customer Services Representative (Hybrid - 1x weekly on site)

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

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