Customer Service Representative (Hybrid - 1x weekly on site)

Company Description

Taylor and Francis is an Informa Business.

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

Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers. 

This role will be blended-working; you’ll work 4 days a week from home and 1 day in the Boca Raton office. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Boca Raton, Florida.

What you'll be doing: 

• 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.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Answering 20 to 40 email queries daily
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• 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 handle all customer email queries and phone queries and communicate to internal and external customers.
• You achieve personal objectives and work to agreed KPI’s and targets including quality assurance.
• Processing Monthly/Quarterly billings by formatting excel spreadsheets and loading them into Order system.

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

Qualifications

What we are looking for:

• Previous Customer Service experience preferred.
• Experience working to accomplish KPI’s/SLA’s.
• Able to multi-task and work on multiple systems/programs efficiently
• Problem-solving skills
• Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
• Great attention to detail, maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience with Microsoft Office
• Excel proficient including formulating.
• Experience in Salesforce is preferable.
• Able to type a minimum of 35 wpm.

Additional Information

What we're offering in return:

• Starting hourly rate of $21.98 (~$40,000 annually) + bonus
• An excellent work/life balance with a fantastic, flexible working culture
• Paid sick time
• 15 days annual leave per year plus an extra day off for your birthday
• Paid leave for significant life events (e.g. moving, marriage, etc.)
• 3 additional discretionary days for the holiday season at the end of the year
• Up to 4 weeks of paid parental leave
• Medical, vision, and dental benefits
• 4 volunteer days per year
• 401(k) + employer match
• Seasonal social and charitable events