Customer Service Representative

3 weeks ago

Holland, United States Midwest Tape Full time

About the Company: Midwest Tape is a library-dedicated full-service media distributor providing physical and digital media to thousands of libraries across North America and beyond. We are strong believers in continually innovating to better serve our customers and deliver the best experience possible for the staff and patrons of public libraries. The Midwest Tape family of companies includes hoopla digital, the fastest-growing library app serving digital media to patrons, and Dreamscape Publishing, the library-first publisher of audiobook and video. Our international headquarters, built in 2016 to house our distribution center and support teams, is located in Holland, Ohio. As we build our team to support the ongoing growth of our business, we are looking for enthusiastic team players dedicated to delivering best-in-class service for our library customers and their patrons. Overview: Are you friendly, have great time management skills, and able to answer multi-line phones in a fast-moving customer service environment? Are you excited about the prospect of being able to help meet the needs of public Libraries across the United States and Canada? We are looking for a passionate, highly experienced person to join our team. An applicant for this position must be highly organized, detail-oriented, have great problem-solving skills, and excellent time management skills. We are proud to serve public libraries throughout the United States and Canada and are seeking like-minded individuals who want to join our team to help libraries continue to provide increasing value to their patrons and communities. Primary Duties and Responsibilities: Confer with customers by telephone or in person to provide information about products and services, take orders, cancel accounts, or obtain details of complaints. Check to ensure that appropriate changes were made to resolve customers' problems. Refer unresolved customer issues to designated departments for further investigation. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Skills: Must possess excellent follow-up and follow-through skills. Basic computer skills, including Microsoft Excel. Must possess problem-solving abilities. Must have reading comprehension skills – ability to read and interpret documents such as policy and operating manuals. Must be able to work independently. Active listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Must possess organizational skills. Must possess excellent communication skills and be able to convey information effectively. Preferred Education Requirements: Note: Possession of a High School Diploma or equivalent is required for all new hires in all positions. Preferred Experience: 1-3 years previous customer service experience. Experience answering a multi-line phone system. Experience using Salesforce. Experience using SAP. Physical Requirements/Work Environment: The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to regularly sit for extended periods of time. Ability to perform repetitive motion type tasks. Able to attend meetings, presentations, and trainings. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #J-18808-Ljbffr

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