Contact Center Customer Service Representative

Simon and Schuster Books; Riverside Township (NJ); On-site; USD 38,000 - 52,000; Full time

Job summary

Simon & Schuster in Riverside, NJ is seeking a Contact Center Customer Service Representative to support internal and external customers with accurate service and order processing. The role involves answering calls and emails, tracking orders, and educating customers on policies and products.

Hours are Monday to Friday, 9:30am to 6:00pm, and the position emphasizes timely, proactive service, cross-department coordination, and opportunities to improve the customer experience through self-help

Qualifications

• College 2 or 4 year degree preferred or commensurate business experience.
• 1–2 years Call Center and Customer Service experience in a corporate environment.
• Excellent PC skills with Outlook, Excel, Word; SAP experience a plus.
• Professional telephone and email etiquette; clear verbal and written communication.
• Strong interpersonal skills; well organized with good time management and follow-up.
• Ability to multi-task and prioritize accordingly.

Responsibilities

• Answer and respond to customer calls and emails providing support for the company.
• Manage customer information needs (availability, shipping status, etc.).
• Respond with pertinent product and company information; track and trace orders.
• Enter orders via telephone and replacement orders promptly and accurately.
• Educate customers on policies, procedures, and products to improve experience.
• Coordinate with internal departments and outside sources to resolve inquiries.
• Make outbound calls to clarify orders prior to processing by Order Entry.
• Update completed orders following procedures using Order Management.
• Suggest tools for customer self-help, e.g. Customer Portal and automated emails.
• Provide support for customers using our online system and handle product/order questions.
• Handle complaints, provide solutions within timeframe, and follow up for resolution.
• Assist with special projects as needed.

Skills

Communication skills

Interpersonal skills

Multitasking

Time management

Professional phone etiquette

Written communication

Education

Associate or Bachelor's degree preferred

Tools

Microsoft Office Suite

SAP experience (a plus)

Job description

Simon & Schuster was named to Forbes magazine list of America's Best Mid-Size Employers 2022. Simon & Schuster is a global leader in general interest publishing, dedicated to providing the best in fiction and nonfiction for readers of all ages, and in all printed, digital and audio formats. Its distinguished roster of authors includes many of the world's most popular and widely recognized writers, and winners of the most prestigious literary honors and awards. It is home to numerous well-known imprints and divisions such as Simon & Schuster, Scribner, Atria Books, Gallery Books, Pocket Books, Adams Media, Simon & Schuster Children's Publishing and Simon & Schuster Audio and international companies in Australia, Canada, India and the United Kingdom, and proudly brings the works of its authors to readers in more than 200 countries and territories. For more information visit our website at www.simonandschuster.com.

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.