Job Details
**Customer Service Rep**
**Location:** Orlando, FL, US, 32819 The Customer Service Rep provides customer service support and information to all external and internal customers via multiple contact channels. The CSR must have knowledge of HMH products, a thorough understanding of SAP and SFDC including reports and interfaces, excellent communication and written skills and problem solving abilities as well as excellent computer skills. You will need to understand overall terms and conditions of promotions, special discounts and contracts. Provide customer service support via multiple channels to internal and external customers.
**Primary Responsibilities:**
* Process orders and related tasks in an accurate and timely manner
* Thorough understanding of policies, processes and procedures required in order to assure accurate information is communicated
* Adherence to performance metrics, including service levels throughput, time to resolution and quality.
* Provide positive and timely responses to internal and external customer inquiries, including phone calls, written communication and other methods of inquiry.
* Provide a positive customer experience that will promote future business through courteous, accurate and prompt responses to inquiries
* Research inquiries and resolve customer issues
* Possess knowledge of Supply Chain processes ensuring that accurate information is passed to all customers regarding product attributes and inventory availability.
* Project positive image to internal and external customers in all interactions.
* Possess product and policy knowledge to assist customers with their ordering and product inquiries.
* Follow all department policies.
**Required:**
* Experience in SAP and SFDC
* High School Diploma
* 3+ years experience in a customer service call center environment
* Ability to make decisions with minimal supervision and handle a high volume of incoming calls, emails and paperwork.
* Strong oral and written communication skills.
* Proficient in Microsoft Office applications
* Ability to make decisions independently
* Availability to work considerable overtime
* Flexible and able to adapt easily to new work processes and change
**Preferred:**
* Associate Degree
* Experience in publishing industry
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing peoples lives by fostering passionate, curious learners. As a leading provider of pre-K12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
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**PLEASE NOTE:**
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.
**Job Segment:** Customer Service Representative, Media Publishing, Call Center Representative, Book Publishing, Customer Service, Publishing