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