Contact Center Representative Customer Service (Fulfillment) Lebanon,
Indiana CONTACT CENTER REPRESENTATIVE Hachette Book Group (HBG)
relocated its contact center operations to its facility in Lebanon, IN.
As a Contact Center Representative, you will be a part of this 30-35
person team that handles a broad range of customer service inquiries and
order processing requests for both our in-house and client publishers.
Primarily inbound-focused, this center handles email, phone, fax, and
mail contacts that originate from both inside and outside our company.
Our customers include people with roles in sales, operations, retail
buying, editorial, transportation, as well as end-consumers. In addition
to orders, some examples of customer inquiries pertain to product
availability and disposition, order tracking/shipping information, basic
claims research and resolution, and company policy information requests.
ESSENTIAL DUTIES & RESPONSIBILITIES * Responding to customer email
inquiries that typically require more detailed research and reporting
than phone calls, and often involve the use of Excel * Answering 50-100
phone calls per day * Manual entry/keying of customer orders taken over
the phone or sent in via email, fax, and mail * Achieve individual and
team goals based on contact center metrics and service level agreements
- Collaborate with other team members to achieve group objectives and
improve procedures * Develop expertise in HBGs procedures, systems, and
policies * Adherence to scheduled work times * May vet and audit
electronic order traffic, including Excel report processing * Additional
duties as necessary KNOWLEDGE, SKILLS & ABILITIES REQUIRED * Strong,
clear communication skills (verbal and written) * Able to identify and
prioritize customer needs, and think quickly and creatively to provide
appropriate resolutions * Basic phone/computer/technology skills.
Ability to navigate the internet, use email and messaging tools, as well
as Excel * Accurate typing skills plus 10-key numeric keypad competence
- Must be organized and detail oriented. Order entry accuracy and
follow-through are critical * Ability to exhibit patience and empathy
when working with customers * Positive, customer-focused attitude *
Results-driven with a demonstrated ability to achieve goals * Able to
manage expectations and resolve conflict * Must be able to work as part
of a team, supporting others and demonstrating adaptability * Should
have an exceptional willingness to learn, be self-motivated and
determined to succeed * 1+ years experience in a service environment *
Prior contact center or data entry experience and/or familiarity with
ticketing tools such as Zendesk a plus * High school diploma or
equivalent. Bachelors preferred Hachette Book Group is a leading trade
publisher in the U.S., and a division of Hachette Livre, the third
largest trade and educational publisher in the world. Headquartered in
New York, HBG also has major offices in Boston, MA, Lebanon, IN, and
Nashville, TN. HBG also provides a wide range of distribution,
fulfillment, digital and sales services to a number of third party
publishers.