Customer Service Representative (Hybrid)

Taylor & Francis is an Informa Company

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

Our purpose is to foster human progress through knowledge.  We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

Our customer service team has an exciting opportunity to work as an integral part of the department by providing outstanding customer service to our internal and external customers in accordance with Company practice and procedures.

This is a hybrid opportunity that will require up to 3x weekly reporting to our Boca Raton office location.

What you'll be doing: 

• Take ownership of customer queries received via phone, email, live chat, and in person through to resolution in line with policies/procedures, KPI’s and Customer First training best practices. 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, returns, and claims 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.
• Providing support to team members.
• Active participation in meetings, expressing your viewpoint but also recognising 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 will be expected to help on projects and workload as determined by business needs and the Manager.

What we're looking for:

• Knowledge and Qualifications
  • Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
  • Previous Customer Service experience, minimum of one year preferably in an office.
  • Experience utilizing SAP software is vital.
  • Experience utilizing Salesforce would be ideal.
  • Experience of working to KPI’s/SLA’s.
  • A good standard of Education including English and Maths
• Skills and Behaviours Required
  • A determination to drive for results and effective time management skills.
  • Creative thinking ability with proven problem-solving skills.
  • Excellent verbal and written communication skills and be able to communicate clearly and concisely.  Great attention for detail, maintaining accuracy and speed.
  • The ability to work under pressure to deadlines with minimal supervision.
  • An effective team player, building good working relationships and retaining a positive and flexible attitude towards your work and colleagues.
  • Ability to work on your own initiative, organising own workload under supervision.
  • Self-driven to continuously improve performance.

What we offer in return:

• Hourly rate starting at $21.98 (~$40,000 annually) plus up to 5% performance bonus 
• An excellent work/life balance with a fantastic, flexible working culture
• Paid sick time
• 15 days of paid time off per year +  2 paid floating holidays and paid day off for your birthday
• Paid time off for special life events such as moving or weddings
• 3 additional discretionary days during the holiday season and the end of 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

• Work/life balance: At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.
• Training And Professional Development: We’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be.

What you should know: 

• All candidates must have authority to reside and work in the US
• This is a hybrid role requiring you be on site up to 3x weekly
• Applications are reviewed on a rolling basis. Closing date for applications is 26 February 2025

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 our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit-based factor.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/