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.

Infobase jobs

Customer Service Representative