Customer Service Representative I (US)

• Receives incoming order and inquiry related calls and emails from customers.
• Process orders and gather vital data in the database in accordance with departmental procedures. This includes but is not limited to accurate data input for customer information, customer type, market segment, etc.
• Accountable for assigned work and ensuring deliverables are met, completing work within the standard turnaround time for order processing, email responses, etc.
• Listens and responds appropriately to customers' requests and concerns, instituting appropriate procedures to resolve customer issues. Refers to appropriate center personnel or Team Leader if applicable.
• Knowledge of all relevant business applications such as a2r, Fresh Desk and SharePoint sites.
• Perform accurate data entry including 10 key by touch

• One to three years of customer service background, preferably within a call center environment.
• Proficient with Microsoft Suite.
• Excellent typing skills, ability to use keyboard accurately including 10 key experience
• Flexibility to work occasional overtime during peak seasons with the understanding that time off may not be granted during these periods.
• A strong customer service orientation.
• Ability to maintain confidentiality with customer information.
• Ability to read, analyze and interpret documents, etc.
• Excellent problem-solving ability, verbal, and written communication skills
• Effective internal/external customer communication and decision making.
• Adaptable to constantly evolving priorities. Adapts to changes in the work environment and Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Effective planning and organization skills to meet deadlines.
• Willing to work in a hybrid work environment with a dedicated, interruption free work area.
• Basic mathematical skills
• Sales/Marketing background preferred.
• Bilingual skills (Spanish) desired

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.

We believe that diversity is a cornerstone of a vibrant culture. We want SAGE to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.