Contact Center Customer Service Representative

About the Company

Simon & Schuster is a global leader in general interest publishing, dedicated to providing the best in fiction and nonfiction for readers of all ages across printed, digital, and audio formats. With a distinguished roster of authors and numerous well-known imprints, Simon & Schuster brings works to readers in over 200 countries and territories.

Responsibilities

• Answer and respond to customer calls and emails, providing support for company-related inquiries.
• Manage customer information needs, including order availability and shipping status.
• Provide product and company marketing information to customers.
• Track and trace orders using available resources and provide proof of delivery documentation.
• Enter orders received via telephone and process replacement orders accurately and promptly.
• Educate customers on company policies, procedures, and products to enhance their experience.
• Communicate with internal departments and external sources to resolve customer inquiries.
• Make outbound calls to clarify orders prior to processing.
• Update completed orders following company procedures using Order Management systems.
• Suggest self-help tools for customers, such as the Customer Portal or automated invoice setups.
• Support customers using online systems, addressing product/order questions and redirecting technical inquiries.
• Handle customer complaints and queries, providing solutions within an acceptable timeframe and following up to ensure resolution.
• Assist with special projects as needed.

Requirements

• College degree (2 or 4-year) preferred or commensurate business experience.
• 1–2 years of call center and customer service experience, particularly in a corporate environment.
• Excellent PC skills, including proficiency in Microsoft Office (Outlook, Excel, Word); SAP experience is a plus.
• Ability to construct and maintain simple spreadsheets in MS Excel.
• Professional telephone and email etiquette.
• Strong verbal and written communication skills.
• Excellent interpersonal skills.
• Well-organized with good time management and follow-up skills.
• Ability to multi-task and prioritize effectively.

Schedule

Monday - Friday, 9:30 AM - 6:00 PM

Location

Riverside, NJ

Pay

The hiring salary range for this position applies to New York City, California, Colorado, Washington state, and most other geographies. Starting pay depends on geographic location, market demands, experience, training, and education.

Benefits

• Medical, dental, and vision coverage.
• 401(k) plan.
• Life insurance coverage.
• Disability benefits.
• Tuition assistance program.
• Paid time off (PTO) or applicable leave policies.
• Access to a broad-based ownership program, making all employees partners in shared success.