Customer Care Associate

About the role

The ideal candidate will play a supporting role on the Customer Services team by handling incoming and/or outgoing customer calls on behalf of BJU Press and ensuring customer satisfaction.

Responsibilities

• Respond to Customer Inquiries: Answer questions about Press offerings, book or streaming availability, pricing, shipping, and digital access.
• Process Orders: Assist customers in placing new orders and extension orders for physical and digital resources.
• Resolve Complaints and Issues: Handle concerns related to missed deliveries, damaged products, billing errors, or access problems.
• Update Customer Records: Maintain accurate customer information in the system, including addresses, payment details, and preferences.
• Provide Product Information: Educate customers on the company’s publications, upcoming releases, and promotions.
• Level 1 Technical Support: Assist users with accessing digital editions or troubleshooting issues with the publisher's website or app.

Requirements

• Strong communication skills: Clear verbal and written communication, active listening to understand customer needs, while maintaining a professional and courteous tone
• Customer Service Orientation: Empathy and patience, conflict resolution, and ability to handle complaints and de-escalate situations.
• Technical Proficiency: Familiarity with CRM systems and call center software, basic troubleshooting for digital platforms.
• Attention to Detail: Accurate data entry
• Problem-solving abilities: Identifying customer issues quickly and offering effective and creative solutions.
• Time Management: Managing high call volumes efficiently, prioritizing tasks and multitasking under pressure.
• Familiar with Microsoft Office

Qualifications

• Bachelor’s degree OR trade certification OR 2+ years of experience OR equivalent demonstrated aptitude
• Prior contact center experience is helpful