Customer Service Rep

SGS Consulting; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

SGS Consulting seeks a customer support specialist to provide high‑level help via phone, email, and web chat for the Client's PIB product suite, including Factiva and Newswires. You will address global inquiries, assist with billing and account administration, and strive to retain customers with professional service.

Ideal candidates will have a college degree, strong English communication, and a desire to grow within the company, with experience in CRM systems like Salesforce a plus.

Qualifications

• College degree desired.
• Experience in customer support is a plus.
• Familiarity with CRM systems is preferred.

Responsibilities

• Provide high‑level telephone, email, and web chat support for the Client’s PIB products; including Factiva, Client’s Risk & Compliance, and Client’s Newswires.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain Client’s customers and increase customer loyalty.
• Follow a large set of procedural guidelines and resolve complex customer queries independently.

Skills

Salesforce experience

Desire to grow within the company

Previous research experience

Education

College degree

Job description

Job Responsibilities:

• Highly proficient in English for both written and verbal communication within a corporate environmentCommitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions
• Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner
• Ability to maintain a positive attitude in an often busy and stressful environment
• Ability to understand new technical systems and applications quickly
• Attention to detail and the ability to multitask, prioritize, and meet deadlines
• Positive outlook on change and flexible approach to team-based work environment and structure
• Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries
• Provide high-level telephone, email, and web chat support for the Client’s suite of PIB products; including Factiva, Client’s Risk & Compliance, and Client’s Newswires.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain Client’s customers and increase customer loyalty.
• Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
• Ensure all relevant procedures are followed from beginning to resolution.
• Ensure all key performance indicators and service levels are met.
• Actively seek out opportunities for self-improvement, and participate in new product and procedural training.
• Work with other Client’s departments to ensure escalated issues are handled efficiently and correctly.

Skills:

• Salesforce experience is a plus
• Desire to grow within the company
• Previous research experience desired

Education/Experience:

• College degree desired