Contact Center Representative – Hachette Book Group – Lebanon, IN

October 5th, 2017

Contact Center Representative
Hachette Book Group

34 reviews

Lebanon, IN 46052
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 HBG’s 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. Bachelor’s 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.

34 reviews

Hachette Book Group is a leading trade publisher based in New York and a division of Hachette Livre (a Lagardère company), the third-largest…

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