Customer Service Representative

Brighton, MA | Contract to Perm

Post Date: 06/02/2017 Job ID: 78691 Specialty: Office Services

Our client in Brighton, MA is seeking a Customer Service Representative to join their team. In this contract-to-hire role, you will represent the company with expertise as a technical product consultant in a manner that protects the brand and creates customer loyalty to our global customer base. As the Customer Service Representative, you will also respond to customer requests in a manner that meets or exceeds customers’ expectations of service. Apply today!

Responsibilities for the Customer Service Representative:
  • Recognize and report when we do not have a product to meet a customer need or if we have any unnecessary barriers preventing customers from easily procuring or using a product
  • Capture accurate customer account information and relay product and service feedback
  • Be the primary for the Higher Ed professor Auth's and Re-Auth's process
  • Respond to customer emails from the Reply to Decline, Need More Info box in Instant Service
  • Reset passwords for Corporate Learning customers utilizing CL Manager and the Jira ticketing system
  • Reset password for customers utilizing HEAT and the two dashboards
  • Communicate changes to customers using Instant Service
  • Enter desk copy orders in Oracle EBS for Higher Ed sales team and from customer requests that come in via Instant Service
  • Process credits in Oracle EBS
  • Send customer invoices as requested
  • Enter feedbacks into Oracle EBS
  • Create PDF recovery links
  • Assist customers that wish to be removed from mailing list
  • Assist with entering Higher Ed set-ups
  • Assist with entering Single Click orders
  • Assist with chats and emails
Requirements for the Customer Service Representative:
  • 3-5 years of successful experience in any combination of these fields: sales, consulting, publishing, educational technologies and/or technical support
  • Proficiency in product consulting
  • A minimum of a 4 year degree from an accredited college
  • Knowledge of CRM tools
  • Experience with Google Analytics
  • Experience with marketing automation platforms, Google Analytics and/or other analytics systems
  • Ability to explain technical information to non-technical people with compassion
  • Ability to adapt quickly to ever changing priorities and handle multiple tasks simultaneously
  • Proven success working within a team setting and across cultures with clients around the globe
  • Outstanding communication skills in English, both written and verbal, other languages preferred
  • Familiarity with Adobe Acrobat Reader, Oracle Order Management, web collaboration tools, ticketing systems and/or learning management platforms
  • Available to work remotely on weekends and occasional after hours
  • Technology savvy with a strong knowledge working with Microsoft Office
  • Strong organizational skills with great attention to detail
  • Strong multi-tasking and prioritizing skills with the ability to meet deadlines
  • Excellent written and verbal communication skills
  • Strong interpersonal skills with a customer service focus
  • Ability to work independently and as part of a team
  • Must be eligible to work in the U.S. without sponsorship                      

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