Taylor & Francis Group 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 is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798.
Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.
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.
- On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
- Managing day-to-day business processes, liaising with other departments where appropriate.
- 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 manage customer contacts and workflow in line with the SOP.
- Using SAP/Salesforce to manage orders/invoicing.
- You achieve personal objectives and, work to agreed KPI’s and targets including quality assurance.
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're 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 and Microsoft Excel
- Experience with SAP and Salesforce is preferable.
- Able to type at least 40 wpm
Additional Information
What we offer in return:
- Starting hourly pay rate - $21.98 (~$40,000 annually)
- An excellent work/life balance with a fantastic, flexible working culture.
- 15 days paid vacation
- 10 paid sick days
- 2 Paid floating holidays + paid day off for your birthday each year
- 3 additional discretionary days off during the holiday season at the end of the year
- 4 paid volunteering days each year
- Up to 8 weeks of paid parental leave
- Paid leave for significant life events; i.e. moving or wedding
- Medical, vision, dental, and other voluntary benefits
- 401(k) + employer match
- Seasonal social and charitable events
What you should know:
- Have the right to live and work in the United States
- Be located within commuting distance of our Boca Raton office location (2385 NW Executive Center Dr)
- This is a hybrid role that will require the successful candidate to report on site 1x weekly
- Closing Date for applications: 17th October 2024
We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible! Please contact recruitment@tandf.co.uk
Being Yourself at Taylor & Francis
If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.
Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit-based factor.
We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers
Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.
https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/
