Contact Center Customer Service Representative

Contact Center Customer Service Representative

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

Duties:

• 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.

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.

Scheduled Work Hours: Monday - Friday, 9:30am - 6:00pm

Location: Riverside, NJ

Simon & Schuster US is an equal opportunity employer (EOE). At Simon & Schuster US, the spirit of inclusion feeds into everything that we do. From employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. We are committed to equal employment opportunity regardless of race, color, national origin, religion, creed, sex (including pregnancy, sexual orientation, gender, gender identity or expression), age, citizenship status, marital status, and veteran status where protected by law or any other characteristic protected by applicable federal, state, or local law. The hiring salary range for this position applies to New York City, California, Colorado, Washington state, and most other geographies. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and PTO or, if applicable. Additionally, employees have access to our industry-first, Broad Based Ownership program, which makes all employees partners in our shared success. We are committed to providing reasonable accommodations to qualified individuals in accordance with applicable law. If you need a reasonable accommodation during the application or interview process, please contact us at [insert contact information]. Unrelated emails, such as following up on an application, will not receive a response.

Candidates hired for this or any other posted Simon & Schuster role will be employees of Simon & Schuster, LLC, subject to all policies, including the Workplace Privacy Notice, and eligible solely for the benefits plans thereof.