Customer Services Representative

Responsibilities

• Taking ownership of customer queries received via phone, email, KPI's and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Active participation in meetings, expressing your viewpoint but also recognizing and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and, work to agreed KPI's and targets including quality assurance.
• In addition to the above this role may also be required to help on projects and workload as determined by business needs and the Manager.

Requirements

• Previous Customer Service experience preferred.
• Experience working to accomplish KPI's/SLA's.
• Able to multi-task and work on multiple systems/programs efficiently
• Problem-solving skills
• Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
• Great attention to detail, maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience with Microsoft Office and Microsoft Excel
• Experience with SAP and Salesforce is preferable.
• Able to type at least 40 wpm
• What we're offering in return:
• Hourly rate of $27.47 (~$50,000 annually)
• An excellent work/life balance with a fantastic, flexible working culture
• 10 paid sick days
• 15 days paid annual leave per year plus an extra day off for your birthday
• 3 additional discretionary days for the holiday season each year
• Up to 4 weeks of paid parental leave
• Medical, vision, and dental benefits
• 4 volunteer days per year
• 401(k) + employer match
• Seasonal social and charitable events
• What you should know:
• You must have the right to reside and work in the United States.
• This is a hybrid role and will require the successful candidate to be on site 3 days per week at our Boca Raton office.
• Closing date for applications: 10 July 2026 Applications will be reviewed and interviews will be conducted on a rolling basis. It is encouraged that you submit your application as soon as possible if interested
• Being Yourself at Taylor & Francis
• If you're excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don't fit every item listed above. At Taylor & Francis, we are at ou

Benefits

Additional Information

Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers. This role will be blended-working; you'll work 4 days a week from home and 1 day in the Boca Raton office. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Boca Raton, Florida.

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