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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