Customer Service Representative, Returns and Credits (Data Entry)

Taylor & Francis Group; Boca Raton (FL); Hybrid; USD 24,000 - 27,400; Full time

Benefits offered by this job

15 days paid vacation

10 paid sick days

2 paid floating holidays

Medical, vision, dental benefits

401(k) with employer match

Up to 8 weeks of paid parental leave

Job summary

A leading academic publishing company in Boca Raton is seeking experienced Customer Service Representatives. This hybrid position requires strong communication skills and a focus on customer satisfaction, alongside detailed data entry. Ideal candidates should have 3-5 years of customer service experience and intermediate MS Excel skills. The role includes processing returns, answering customer inquiries, and creating cases in Salesforce. This company offers a flexible working culture and competitive benefits.

Qualifications

• 3-5 years combined customer service and/or data entry experience.
• Polite and professional mannerisms.
• Attention to detail is a must.
• Analytical expertise preferred.

Responsibilities

• Answering customer emails.
• Processing returns based on different customers.
• Creating and updating cases status on Salesforce.
• Researching and resolving returns-related problems.
• Processing 35 - 55 returns per day.

Skills

Customer service experience

Data entry experience

Strong written communication skills

Strong verbal communication skills

Attention to detail

Intermediate Excel skills

Ability to multitask

Tools

Salesforce

Microsoft Excel

Job description

Overview

Taylor & Francis is an Informa business and a leading academic publishing, business intelligence, knowledge, and events business. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. Our purpose is to foster human progress through knowledge.

We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

Job Description

We are looking to hire experienced, task oriented, customer focused, reliable Customer Service Representatives with strong communication and systems skills. You will have knowledge of Microsoft programs including Excel, Windows, Word and be computer literate. This position will include a substantial data entry element so the ideal candidate will be task and detail oriented while possessing data entry experience and basic - intermediate MS Excel skills.

What you'll be doing

• Answering customer emails
• Processing returns based on different customers
• Providing price and availability on returns
• Creating, updating cases status on Salesforce
• Following up on written inquiries in a professional manner
• Preparing refunds or credit requests
• Researching problems and making necessary adjustments
• Processing 35 - 55 returns per day
• Being able to read AR screens to determine values needed for tasks
• Researching and resolving all returns related problems
• Researching title availability
• Setting up new accounts and modifying pre-existing accounts
• Processing daily reports
• Transferring, processing, and entering returns
• Processing credit card refunds when needed
• Research returns for invoices, price, discount, and quantity

Qualifications

• 3-5 years combined customer service and/or data entry experience
• Polite and professional mannerisms
• Strong written and verbal communication skills
• Intermediate Excel skills
• Ability to focus and multitask
• Attention to detail is a must
• Analytical expertise preferred
• Prior data entry experience

Additional Information

• Hourly pay rate ranging from $24.73 - $27.47 (about $40,000 - $43,500 annually)
• An excellent work/life balance with a flexible working culture
• 15 days paid vacation
• 10 paid sick days
• 2 paid floating holidays plus a paid day off for your birthday each year
• 3 additional discretionary days off during the holiday season at year end
• 4 paid volunteering days each year
• Up to 8 weeks of paid parental leave
• Paid leave for significant life events (e.g., moving or wedding)
• Medical, vision, dental, and other voluntary benefits
• 401(k) with employer match
• Seasonal social and charitable events

What you should know

• Have the right to live and work in the United States
• Be located within commuting distance of our Boca Raton office location (2385 NW Executive Center Dr)
• This is a hybrid role that will require the successful candidate to report on site 1x weekly
• Closing Date for applications: 04 February 2026

Please contact [e-mail] if you need any accommodations or have questions about the application process.

Being Yourself at Taylor & Francis. If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. We are at our best when colleagues can be themselves and contribute regardless of their identity or background. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. To learn more about our business and career opportunities please go to our Careers Site: Careers site not provided here. For more about our culture and opportunities, you can check our LinkedIn Life page (not linked here).

Or contact our recruitment team at the email above for any questions about the role.