Customer Service Representative at Oxford University Press in Cary, North Carolina

Job Description:

Oxford University Press

Customer Service

Posted: Oct 2, 2024
Full Time

Job Details

Description

We are the world’s largest university press. We have both a worldwide reach and a personal understanding of local needs, partnering on the ground to adapt publications and resources to meet the individual needs of communities, societies, and countries. We partner with researchers, educators, and technology partners to stay ahead of the changing ways people around the world are accessing and sharing knowledge. With a presence in more than 50 countries and millions of customers around the world, an idea launched at OUP can have a global impact.

More about OUP

Advancing Knowledge and Learning

ABOUT THE ROLE

• Support the sales effort by handling customer calls and recording wrap code information into the system.
• Quickly and efficiently perform all functions of the department to ensure work is processed in a timely manner. This will include processing orders and adjustments, handling customer claims, and customer service inquiries.
• Manage and resolve complex customer issues; respond promptly to customer needs; solicit customer feedback to improve service; and resolve problems by following through until the customer is satisfied with the results.
• Work diligently to meet commitments; communicate diplomatically and tactfully with a broad and diverse base of customers via inbound and outbound phone calls, email, fax, chat, and written correspondence; gather and analyze information skillfully, and develop alternative solutions.
• Work well in group problem-solving situations; displays willingness to make decisions and exhibits sound and accurate judgement. Importantly, provides customer support at the point of sale for billing problems, the status of the order, and account queries.
• Compile and track data to make recommendations to improve customer relations and fully understand the customer service environment and exhibit exceptional customer care.

ABOUT YOU

• An ability to learn various OUP publishing divisions, including specific products and best-selling titles.

• Exceptional organizational and sound decision-making skills. Perform duties in a self-managed environment and be able to balance team and individual responsibilities.
• Ability to gain business knowledge in various market segments: i.e. school market requirements, retail, and wholesale; must possess excellent verbal and written communication skills, and the ability to successfully handle high-pressure situations.
• Exceptional organizational and sound decision-making skills. Perform duties in a self-managed environment and be able to balance team and individual responsibilities.
• Proficient computer experience, which includes Microsoft Office software and typing proficiency of at least 35 wpm.

• An Associate’s degree or equivalent experience plus one year of Customer Service experience is required.
• Call Center experience is preferred. Must possess problem-solving skills and be detail-oriented

BENEFITS

We care about work/life balance at OUP. We offer 15 days of vacation time that rises with service, 8 sick days, plus floating holidays, personal days, company holidays, and a 35-hour working week. We are open to discussing flexibility in respect of working hours and the use of technology to support regular remote working, dependent on role. We also have a great variety of active employee networks and societies.

We care for you and your dependents by offering health, dental, and vision insurance plans to our full-time employees. Each plan has multiple levels of coverage to fit your needs and has a high level of contribution made by OUP. In addition, we offer Employee Assistant Programs for all full-time employees, regardless of whether you elect in health insurance. We also offer life insurance and disability insurance.

We help make your money go further by providing a non-elective contribution on your behalf to your retirement plan of 7% of your salary and a matching contribution to the retirement plan of 50% on the first 6% of employee contributions on based earnings.

Position Location: This role can be hybrid, based out of Cary, NC (2 times a week in office).

GJC Level: S3 (for internal purposes only)

Salary: $35,000-$50,000 dependent on skills and experience

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Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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