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 8–10-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.
As a leading book publisher, we believe that including and representing diverse voices in all aspects of our business is fundamental to what we do. Our publishing programs must reflect the broad range of backgrounds, experiences, political views and ideas that shape our society and publish books for all readers.
The compensation for this position is $40,613 – $43,613. Salary can vary based on a number of factors including skills, experience, and location — talk with your recruiter to learn more. There may be times that you will be required (or requested) to work overtime due to the nature of your role or exceptional workload issues or special projects.
The following benefits are offered by the company: medical, dental, vision, basic and supplemental life, short-term and long-term disability, accidental death and dismemberment, critical illness, hospital indemnity, long-term care, health and dependent care FSA, commuter benefit plan, employee assistance program, tuition reimbursement, travel assistance, 401(k), discretionary bonus program, PTO (15 vacation days, 2 personal days, 10 holidays and generous sick leave) and group discounts on auto and home insurance and legal services. Eligibility requirements apply to some benefits and may depend on your job classification, hours worked and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.