Customer Service Lead Representative (Hybrid)

Company Description

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential.

To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

Job Description

Taylor and Francis is looking for an experienced customer service representative with supervisory potential for a development opportunity to learn and grow professionally. This role is reserved for someone who demonstrates core customer service competencies and is looking to take the next step in their career.

We are looking for ambitious individuals who possess a self-assured demeanor, inquisitive nature, and solution-oriented approach to challenges and barriers. We understand having a positive outlook and the desire to grow within a well-established organization goes a long way. We are committed to developing the right candidate and will provide industry and on-the-job training so prior experience leading a team isn’t necessary. If you’re an innate leader who enjoys providing customer service and can showcases leadership in their day to day, we encourage you to apply!

We work in a flexible manner and offer a healthy work/life balance. Colleagues are expected to work in the office once a week and four days from home. Due to the on-site requirement, we can only consider applications who are in proximity and comfortable commutable distance to our Boca Raton office. While in-office days are required once a week, there may be business demands that could result in an increase.

• Taking ownership of customer queries received via phone, email, KPI’s and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special
• requests from customers, accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting, and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Demonstrating leadership abilities to your team members and department to promote growth.
• Provide training to new hires that are brought on board.
• Distributing workload to the team daily to ensure work is handled and customers are assisted.
• Assisting Manager with reviewing surveys sent by customers and providing feedback to reps.
• Providing approvals and support to the order entry and call center team
• Active participation in meetings, expressing your viewpoint but also recognizing and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and work to agreed KPI’s and targets including quality assurance.
• Managing Email boxes for the department to ensure work is flowing smoothly.

In addition to the above this role may also be required to help with projects and workload as determined by business needs and the Manager.

Qualifications

What we're looking for: 

• Proficiency in Microsoft Excel is a must. 
• Desire to take on additional responsibilities and grow into a leadership role.
• A proactive approach with a solution oriented attitude and self-assuredness in abilities 
• Willingness to learn and adapt in a dynamic environment