Remote
Job Summary
The Customer Service Representative is responsible for delivering exceptional customer support across multiple communication channels, including email, phone, and website inquiries. This role ensures timely and accurate order processing, subscription assistance, and coordination of technical support while maintaining strong relationships with internal teams and external customers.
Essential Functions:
Customer Communication & Support
- Respond promptly and professionally to customer service emails related to product inquiries, order placement, account information, and general support needs.
- Answer incoming phone calls regarding:
- Credit card payments
- New order placement
- Order status updates
- Product pricing and availability
- Streaming video inquiries
- General customer inquiries for The Mailbox, a division of Infobase Holdings, Inc.
- Provide customer support for The Mailbox, including:
- Subscription cancellations
- Verifying subscription expiration dates
- Processing subscription refunds
- Assisting with website login issues
- Updating customer account information (email, password, grade level changes)
- Sending payment receipts
Order & Product Processing
- Process customer orders for print, DVD, eBook, and streaming titles received through:
- Customer Service email
- Company website
- Phone calls
- Personal email communication
- Direct requests from Business Development Executives
- Create and maintain new title records in NetSuite, the company’s billing and invoicing system.
- Collaborate closely with the warehouse team to:
- Confirm product stock availability
- Verify shipping details
- Obtain proof of delivery
Internal Collaboration
- Communicate and coordinate with the Sales Department to address customer inquiries and ensure timely follow-through.
- Partner with Accounts Receivable to resolve billing issues and respond to payment-related questions.
- Collaborate with Video Support and Technical Support teams to assist customers with technical issues and escalate cases when necessary.
- Perform other duties as assigned.
Knowledge, Skills & Abilities
- Customer Service Excellence: Strong ability to provide professional, courteous, and solution-oriented support.
- Communication Skills: Excellent verbal and written communication skills across phone and email channels.
- Problem Solving: Ability to assess customer issues, identify solutions, and escalate appropriately when needed.
- Organization & Accuracy: Strong attention to detail with the ability to manage multiple tasks and priorities.
Core Competencies
- Attention to Detail: Accuracy in entering customer orders, product details, quantities, pricing, as well as the ability to spot and correct errors in the data.
- Data Entry Skills: Proficiency in entering information into order management systems.
- Product Knowledge: Understanding of the company's product offerings.
- Communication Skills: Strong verbal and written communication skills to effectively interact with customers and internal teams.
- Customer Service Orientation: Professional demeanor when interacting with customers, resolving inquiries, and addressing concerns.
- Time Management and Multitasking: Ability to prioritize tasks to meet deadlines.
- Organizational Skills: Maintaining a well-organized system for orders.
- Teamwork and Collaboration: Ability to work with other departments to ensure seamless order fulfillment
Key Accountabilities/Metrics
- Customer Responsiveness: Timely and accurate responses to customer inquiries across all channels.
- Order Accuracy: Correct processing of orders, subscriptions, and refunds.
- Issue Resolution: Effective coordination and resolution of customer service and technical issues.
- Internal Coordination: Clear and consistent communication with Internal teams.
Minimum Qualifications
- High school diploma or equivalent required;
- Experience: 1–3+ years of customer service experience or related role.
- Technical Skills: Proficiency with email systems, Microsoft Office, and basic troubleshooting of web-based tools.
- Communication: Strong written and verbal communication skills.
- Customer-Facing Skills: Ability to handle sensitive customer situations with professionalism and empathy.
