Customer Service Contact Center Representative

Customer Service Contact Center Representative
REF#: 32520
CBS BUSINESS UNIT: Simon & Schuster
JOB TYPE: Full-Time Staff
Simon & Schuster, a part of CBS Corporation, is a global leader in the field of general interest publishing, dedicated to providing the best in fiction and nonfiction for consumers of all ages, across all printed, electronic, and audio formats. Its divisions include Simon & Schuster Adult Publishing, Simon & Schuster Children's Publishing, Simon & Schuster Audio, Simon & Schuster Digital, and international companies in Australia, Canada, India and the United Kingdom.
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.
Responsibilities include:
Answer and respond to customer calls and emails throughout the day providing customer support for the company.
o Manage customer information needs (availability, shipping status, etc.)
o Respond to customer with pertinent product and/or company marketing information.
o Use available resources to track and trace orders and provide proof of delivery documentation.
o Promptly & accurately enter 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.
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 online portal, 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.
Representative will assist with special projects as needed.
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 skills
Ability to multi-task
Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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