Are you an Educator?

Customer Service Representative / Technology Specialist—St. Paul, MN

Job Summary

The Customer Service Representative / Technology Specialist (CSRTS) works as a team member in the Customer Service Department and call center workgroup. The CSRTS will be knowledgeable in the skills of Customer Service and will therefore require supervision primarily when unclear about unique situations or circumstances. Corresponds with external customers as well as in-house customers is obtained via telephone, fax, e-mail, and CHAT. The CSRTS is responsible for the fulfillment of orders through the use of online Delivery Systems requiring knowledge of various system applications and the concept of digital delivery of content. This individual will be well versed in the use and application of the various digital products and as such will be the go-to person for other staff or customers when technical questions arise. Responsibilities also include handling of Tier 1 customer technical cases. This position is required to answer inquiries into sales or service in a manner that will maintain exceptional customer relations. This position will be responsible for accepting and keying in customer orders, handling and/or responding to routine as well as in-depth customer and field Sales Rep inquiries regarding order fulfilment, return goods, credit authorizations, pricing, quotes, and contract inquiries. The CSRTS may perform various analysis and projects utilizing PC software. Individuals in this role will demonstrate a willingness to promote change for the betterment of the company and our customers. This position also involves the assignment of special projects or functions.

Essential Duties and Responsibilities:

  • Processes orders, return goods authorizations, and credit memo requests in response to incoming communications (direct or through the workgroup) from customers and field sales. Completes fulfillment of digital products using various digital product delivery systems.
  • Solves customer fulfillment problems for both print and digital transactions. Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company. Provides information regarding order status, new products, billing, pricing, and possible order errors in response to specific questions from internal and external customers. Maintains proactive relationships with customers to promote a high level of customer satisfaction.
  • Documents customer communications in ticketing system and ERP system. Escalates according to established standard operating procedures.
  • Communicates new information to other customer service staff. Initiates written correspondence to customers and reps to follow up on specific problems and inquiries as necessary and appropriate.
  • Responds to incoming technical questions regarding the various products, both print and digital. Responsible for handling complex cases as they relate to our digital products. Utilizes various software programs, knowledge base, and web sites to resolve issues or answer questions. Assists customers in locating information on our websites; providing instruction in the access and use of the various password protected applications.
  • Assists with other projects as assigned.

Education and Experience Qualifications

  • High school diploma required, Associate’s or Bachelor’s degree preferred
  • 2 years experience working in a customer service environment, preferably in a call center environment
  • 6 months experience working with digital products

Required Knowledge Skills and Abilities

  • Excellent verbal, written, and listening skills; ability to communicate effectively, speak clearly and in a courteous manner over the phone in grammatically correct English
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Strong decision making and analytical abilities.
  • Ability to apply situational analysis to help resolve customer problems, and respond to continual customer demands
  • Prior experience with a multi-line phone system
  • Demonstrated problem-solving skills
  • Advanced knowledge of, and ability to use PCs and related software for keying orders (including Bookmaster, IIC, EMC Website, SalesForce.com, etc), word processing, and spreadsheet analysis
  • Experience participating as a team member in contributing to department objectives
  • Comfort working in a fast-paced, ever-changing work environment

To be considered for this position, you must submit your salary requirements, resume, and cover letter and apply through employment@emcp.com, linkedin.com, monster.com, or emcp.com No phone calls please.

EMC Publishing LLC is an Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities.

EMC Publishing, LLC is committed to providing Equal opportunity to all applicants. In accordance with our policies and federal law, we’re committed to provide reasonable accommodations so if you are a qualified disabled person, a disabled veteran or have other barriers to access our online application system, please contact Human Resources at 651-290-2800 to discuss alternative ways to apply for employment.