About IVPress:
InterVarsity Press is committed to protecting the environment and to the responsible use of natural resources. As part of the Green Press Initiative, we maximize our use of recycled and/or chain of custody certified paper in the books we print and publish in the United States.
Job Title: Contact Center Representative (Part-Time)
Responsibilities:
- Responds to customer e-mail for Academic and Order desk
- Triages the response process and timing for customer contacts according to mode of
- communication, customer type, nature of request, and urgency of need.
- Receives customer inquiries through phone, fax, e-mail and mail
- Accurately and efficiently enters orders into IVP database using system knowledge and
- research skills to assign discounts, terms, freight requirements, shipping mode, etc.
- Provides verbal or written response to customer inquiries according to unit standards for
- wording and response time.
- Analyzes and rectifies basic customer concerns using established procedures; refers
- more complex or unusual customer service questions appropriately.
- Confirms the receipt of incoming orders and prepares them to be processed
- Processes enrollments into IVP Book Club and other programs as needed
- Participates in the overall team requirements of the Contact Center:
- Annual affirmation of InterVarsity’s Statement of Faith as a maturing disciple of Jesus
- Christ
- High school diploma or equivalent
- Proficiency with computer database systems, e-mail, and alpha and numeric data entry
- Minimum of one year administrative or call center experience
- Ability to adopt a customer perspective
- Orientation toward group participation and team accomplishment
- Strong verbal communication skills, including pleasing voice quality and diction
- Ability to communicate effectively in writing
- Attention to detail
- Desire to learn
- Aptitude for learning new software programs
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