Customer Service Specialist

3 months ago

Tinley Park, United States Goodheart-Willcox Publisher Full time
Customer Service Specialist

On-Site

Do you pride yourself on offering a high level of customer service? Are you seeking a company that offers a positive work environment with a focus on teamwork? If so, apply now We have a fantastic opportunity for a Customer Service Specialist. This individual will demonstrate a strong knowledge of our products, handle incoming orders, and problem solve first-line technical issues. Our thorough training will further develop your skill set while gaining knowledge of a growing industry and working within a family friendly environment. Our focus is on high-level customer service, not the number of calls you are taking. This is a full-time in office position based in Tinley Park, Illinois.

What you'll do:
  • Work to service customer requests for product information, to place orders, and provide level 1 technical support.
  • Answer incoming customer phone calls, emails, and tickets, Assist customers with appropriate responses.
  • Help customers who have questions about orders and resolve any issues that may occur.
  • Consult, cross sell and up sell customers on additional G-W products.
  • Enter incoming orders received by mail, internet, and phone into computer system.
  • Make outbound calls to customers regarding orders, product questions, technical support and follow-up opportunities.
  • Provide price quotations and correspondence regarding potential orders.
  • Qualify requests for product samples and enter them into computer system.
  • Accurately enter and complete return orders from customers.
  • Assist in resolution for customer billing and shipping errors.
  • Initiate lost or damaged shipment claims.
  • Cover reception area including visitor registry, department email accounts and guest relations on a rotation basis.
  • Cover all email boxes and respond to customer service inquiries.
What you'll bring:
  • College coursework required; Associate or Bachelor degree preferred.
  • Five years' customer service experience required.
  • Ability to speak, read and write English fluently to serve customers by phone and email.
  • Ability to perform basic math functions to calculate product quotations.
  • Effective written and oral skills to facilitate clear communication.
  • Proficiency in Microsoft Word, Outlook and Excel and experience in a Windows-based operating system.
  • Accurate and efficient computer keyboarding skills for quick and precise order entry.
What we offer:

Goodheart-Willcox Publisher is an employee-owned company driven by our mission, "We Build Careers." G-W has spent over a century building a culture that we are proud of and is centered around our Core Values of Do the Right Thing, Can-do Attitude, Roll Up Your Sleeves, Always Improving, and Collaborative Spirit. When you join our team, you will experience an environment of collaboration, empowerment, and respect.

We've carefully selected our benefits, including retirement options, with a focus on fostering the overall well-being of our employees
  • Employee Stock Ownership Plan & 401(k) with match
  • Wellbeing Program
  • Wellness Reimbursement Program
  • Cariloop - a Caregiver Concierge
  • Pet Insurance
  • Employee Assistance Program
  • Generous Paid Time Off
  • Social Activities and Events


Goodheart-Willcox Publisher provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, ancestry and marital status, and other protected classes, in accordance with applicable federal and state laws.

In addition, Goodheart-Willcox Publisher complies with applicable state and local laws governing nondiscrimination of employment. This policy applies to all terms and conditions of employment, including, but not limited to hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

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