Job Description
CONTACT CENTER REPRESENTATIVE
Customer Service (Fulfillment)
United States
Hachette Book Group (HBG) is searching for an outgoing problem solver to join our Customer Service team.
As a Contact Center Representative, you will be at the forefront of the customer experience, handling inbound interactions from internal and external customers, listening to their needs, and taking pride in offering solutions and making their experience a truly exceptional one. We offer a fast-paced environment, excellent working conditions and a collaborative team atmosphere.
We offer a robust 810-week training period that will prepare you to offer stellar customer service. The ability to receive and retain information is key as the training progresses quickly.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Thoroughly understand HBG procedures, systems, and policies
- Answer a large volume of inbound calls from internal and external customers, resulting in 30-50 calls per day
- Listen attentively to customer needs and concerns and demonstrate empathy
- Investigate customer concerns by collaborating with HBG team members to find a resolution, clearly conveying to the customer how the concern will be resolved and providing follow through.
- Follow HBG procedures and policies to provide first contact resolution
- Receive and key orders from various sources quickly and accurately
- Investigate and assess electronic order traffic, including Excel report processing
- Additional duties as necessary
KNOWLEDGE, SKILLS & ABILITIES REQUIRED
- One (1) year of related contact center experience
- Two (2) years of customer service experience
- Desire to work directly with customers, providing active listening and empathy
- Moderate to advanced computer skills; navigating multiple computer applications and screen simultaneously
- Aptitude for learning new technology and processes quickly
- Organized and responsive and able to follow and prioritize a systematic workflow
- Strong, clear communication (verbal and written)
- Ability to multi-task in a fast-paced environment
- Ability to key orders and enter data quickly and accurately
- Results-driven with a demonstrated ability to achieve goals
- Must be able to work as part of a team, supporting others and demonstrating adaptability
- Should have an exceptional willingness to learn, be self-motivated and determined to succeed
- Knowledge of Microsoft Excel, Word, Outlook and Teams, familiarity with ticketing tools such as Zendesk a plus
- High school diploma or equivalent
- Previous experience working from home, preferred.