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    Customer Service Representative - Philadelphia, United States - Taylor & Francis Group

    Taylor & Francis Group
    Taylor & Francis Group Philadelphia, United States

    4 days ago

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    Description

    **Customer Service Representative**

    Walnut St, Philadelphia, PA, USA

    Employees can work remotely

    Full-time

    **Company Description**

    **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 Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential.**

    **Job Description**

    We are excited to share that we are currently hiring 3 Customer Service Representatives based in the US to join our Global Customer Service Team. ***You'll have the opportunity to work from home four times a week and once from either the Philadelphia, PA or Boca Raton, FL office.***

    You will be working alongside our worldwide team across the US, UK, Singapore and Australia, with your manager located in the UK, joining our Taylor & Francis community, where colleague well-being is our top priority and we encourage collaboration, creativity and positivity to drive results.

    While this role encompasses a multitude of tasks, your main responsibility will be supporting our Taylor & Francis customers using phone and email, navigating our internal systems and processes, helping us to deliver a world class global service for our customers (21 hours/ 5days) and to enhance our customer service reputation.

    This would be a great position for you if you have experience of being an assistant, a coordinator or worked in customer services for about two years and are ready to take the next step in your career. Characteristics for this role include being a self-starter, who is eager and ambitious to embrace new opportunities that may be outside the traditional job description.

    **Closing date for applications: March 7, 2022**

    **What you'll be doing:**

    Taking ownership of customer queries received via phone, email and live chat through to resolution following policies, procedures, key performance indicators and Customer First training standard methodology. Striving to increase customer happiness/first time resolution and reduce the need for customers to contact.

    Resolving product or service problems/queries by clarifying customer issues, resolving 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.

    Handling day to day business processes, collaborating closely with the Shared Service Centers where appropriate.

    Creating and updating Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.

    Maintaining knowledge of department policies, processes, procedures and systems used, developing an internal network to increase knowledge.

    Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.

    Providing support to team members, assisting with training if appropriate.

    Suggesting improvements and assisting with the implementation of them to improve customer satisfaction, increase productivity or reduce costs.

    Using Salesforce to manage customer contacts and workflow in line with standard operating procedures (SOPs).

    Working to agreed upon goals and targets including quality assurance.

    In addition, you will be expected to help on projects and workload as determined by business needs and the manager.

    **Qualifications**

    Previous customer service experience

    Experience of working to goals and service level agreements

    A determination to work towards results and effective time-management skills

    Creative thinking ability with proven problem-solving skills

    Excellent verbal and written communication skills and be able to communicate clearly and concisely

    Great attention for detail, maintaining accuracy and speed

    The ability to work in a fast-paced environment meeting set goals with minimal direction

    A great teammate, building good working relationships and retaining a positive demeanor towards your work and colleagues

    Experience of Microsoft Office

    **Additional Information**

    Ample paid time off + 3 days paid off, discretionary, between Christmas and New Years

    Paid sick time

    Medical & vision benefits

    Volunteering days per year

    Day off for your birthday

    401(k) match

    Remote work 4x a week and once a week, fixed, in the Philadelphia or BOca Raton office

    Seasonal social and charitable events

    Training and development

    *****At Taylor & Francis we 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.*****

    **You must have the right to work and live in the United States**

    **You must live in a commutable distance to either Philadelphia, PA or Boca Raton, FL.**

    ****We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or protected veteran status, citizenship, or other protected characteristics under federal, state or local law.****

    **Job Location**

    Customer Service Representative

    Walnut St, Philadelphia, PA, USA

    Full-time

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