Contact Center Customer Service Representative

Simon & Schuster•Riverside, NJ

2d•Onsite

About The Position

Simon & Schuster is currently seeking a Contact Center Customer Service Representative to join their Team. This position will support internal, external customers and clients with accurate, timely and efficient customer service and order processing.

Requirements

College 2 or 4 year degree preferred or commensurate business experience
1 – 2 years Call Center and Customer Service experience, particularly in a corporate environment
Excellent PC skills. Microsoft Office package (Outlook, Excel, Word, etc.) (SAP experience a plus)
Must be able to construct and maintain simple spreadsheets in MS Excel
Professional telephone and email etiquette
Excellent communication skills: verbal and written
Strong interpersonal skills
Well organized, with good time management and follow-up skills
Ability to multi-task and prioritize accordingly.

Nice To Haves

SAP experience a plus

Responsibilities

Answer and respond to customer calls and emails throughout the day providing customer support for the company.
Manage customer information needs (availability, shipping status, etc.)
Respond to customer with pertinent product and/or company marketing information.
Use available resources to track and trace orders and provide proof of delivery documentation.
Promptly & accurately enter orders received via telephone as well as replacement orders.
Provide proactive education of our customers on our policies, procedures, and products to enhance the customer experience.
Communicate with other departments internally and with outside sources to get answers and give quality service to our customers and clients.
Make Outbound calls to contact customer to clarify orders prior to processing by Order Entry.
Update completed orders following company procedures and policies by use of Order Management
Suggest appropriate tools for customer self-help, such as Customer Portal, setup for automated invoice and credit emails, etc.
Provide support to customers using our online system, responding to product/order questions and redirecting technical questions as appropriate.
Handle customer complaints/queries, provide appropriate solutions within acceptable timeframe; follow-up to ensure resolution.
Representative will assist with special projects as needed.