Customer Service Representative
Customer Service is the front desk of the company. We link customers and clients to Sales, Accounting, Editorial and Operations departments resolving issues they may have or connecting them to resources they need. Internally, departments rely on us to bring appropriate resources to bear on problems. The Customer Service Representative (CSR) will coordinate with Accounting, Sales and Supply Chain departments as well as our Distribution Center and shipping vendors to facilitate customer orders and troubleshoot problems. Experienced CSR will notice recurring problems and communicate with other departments to resolve them and improve workflow.
Primary responsibilities include:
- Answer all incoming phone calls. Resolve caller's issue or route to the appropriate department.
- Respond to email in personal and general inboxes. Resolve correspondents' issue or route to the appropriate department.
- Handle incoming mail and fax correspondence as well as packages delivered to the office routing all appropriately. We also handle outgoing mail and packages and make sure other departments have the resources they need for mail and package shipping.
- Process electronic orders that come from our websites.
Requirements
- Book industry experience is preferred but not required.
- High School degree required. Associate's degree preferred.
- Must be proficient with basic office and data entry software
- Able to operate telephone equipment.
- Must be personable and able to handle multiple tasks simultaneously.
- Strong analytical skills. Must be able to investigate problems and determine if they're part of a wider pattern.
- Physical Requirements: Must be able to sit for long periods of time in an office environment and verbally communicate clearly and concisely.