Contact Center Customer Service Representative

Simon-; Riverside Township (NJ); On-site; USD 36,000 - 48,000; Full time

Job summary

Simon & Schuster is hiring a Contact Center Customer Service Representative to support our internal and external customers with accurate, timely assistance and efficient order processing in Riverside, NJ. You will handle calls and emails, track orders, and provide product information.

This role requires 1–2 years in a call center, solid PC skills including Outlook and Excel, and strong communication. You will collaborate with multiple departments to resolve inquiries and ensure a high level of

Qualifications

• College degree or commensurate business experience.
• 1–2 years call center and customer service experience in a corporate environment.
• Excellent PC skills: Microsoft Office (Outlook, Excel, Word); SAP a plus.
• Ability to construct and maintain simple spreadsheets in Excel.
• Professional telephone and email etiquette.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and well organized with good time management.
• Ability to multi-task and prioritize accordingly.

Responsibilities

• Answer customer calls and emails providing customer support.
• Manage customer information needs (availability, shipping status, etc.).
• Respond with product and/or company information as needed.
• Track and trace orders and provide proof of delivery documentation.
• Enter orders by phone and process replacement orders promptly and accurately.
• Educate customers on policies, procedures, and products to improve experience.
• Coordinate with other departments to resolve inquiries.
• Make outbound calls to clarify orders before processing by Order Entry.
• Update completed orders following procedures and policies in Order Management.
• Suggest tools for customer self-help, such as Customer Portal and automated emails.
• Provide support for customers using our online system and respond to product/order questions.
• Handle complaints/queries with timely solutions and follow-up.

Skills

Customer service

Communication

Time management

Multitasking

Interpersonal skills

Attention to detail

Education

Associate or Bachelor’s degree or commensurate experience

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

SAP

Job description

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