Customer Support Representative

KEY RESPONSIBILITIES 

 

RESPONSIBILITIES:

?Handle customer requests via email and phone calls.

?Assist customers with new memberships, site information requests, technical difficulties and billing issues.

?Assist customers with tracking shipments, order fulfillment, new book orders and book information requests.

?Enter product orders and related data into the order management system.

?Identify critical service related issues and communicate to required personnel expediently.

?Maintain a high level of customer satisfaction.

?Improve service quality through effective benchmarking of various measures of success.  (# of complaints, suggestions for improvement, etc.)

 

 

KEY REQUIREMENTS

 

SKILL-BASED COMPENTENCIES


?Familiarity with Internet and a variety of database programs.

?  Ability to manage multiple tasks.

?  Solution oriented.



 



QUALIFICATIONS


?  Previous experience in customer service, or technical support.

?  Excellent organization, communication and writing skills.