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Customer Service 800-328-1452

Associate Customer Service Representative/Receptionist—St. Paul, MN

Job Summary

The Associate Customer Service Representative (ACSR) is an important part of the Customer Service team. The ACSR will correspond with both internal and external customers via telephone, fax, email, and chat. This position is required to answer inquiries into sales and/or services in a matter that maintains exceptional customer relations. The ACSR will share the responsibilities of case management and Service Cloud. Duties also include accepting and keying-in customer orders, assisting with assigning cases, handling routine as well as in-depth customer inquiries regarding order status, return goods, credit authorizations, pricing, quotes, and contracts. In addition, the ASCR will act as the Company Receptionist. This is a crucial part of the organization, as it provides guests with their first impression of EMC Publishing. Standard hours for the position will be Monday-Friday from 8:00am- 4:30pm.

Essential Duties and Responsibilities:

  • Monitor Service Cloud CS Queue to assist with assigning cases to available staff
  • Scan mailed in documents and upload to the Service Cloud system
  • Input data into cases to help facilitate the timely completion of cases
  • Complete designated types of cases
  • Complete transactions in ERP systems
  • Handle and/or respond to routine as well as in-depth customer and field sales rep inquiries regarding order status, return goods, credit authorizations, pricing, quotes, and contract inquiries
  • Self-directed learning as it relates to company product lines
  • Greet visitors and notify appropriate person of their arrival
  • Greet visitors and notify appropriate person of their arrival, as well as ensure proper sign in/out
  • Direct incoming calls from the main switchboard as requested by the caller or by determining the individual who can best assist them
  • Maintain the lobby area and Crosby conference room to keep it neat and orderly
  • Maintain the in-house phone directory in the outer lobby area
  • Reconciliation of all monthly travel and hotel charges placed on the Corporate Charge Account
  • Assist with company sponsored events (ticket sales)
  • Other duties as assigned

Education and Experience Qualifications

  • High school diploma required, Associate’s degree desired
  • 1 years’ experience working in a customer service environment, preferably in a call center environment, as well 1 years’ experience as a Receptionist.

 

Required Knowledge Skills and Abilities

  • Excellent verbal, written, and listing skills; ability to communicate effectively, speak clearly and in a courteous manner over the telephone and in person
  • Ability to apply situational analysis to customer problems, utilizing prior experience and procedures to bring about resolution
  • Ability to respond to continual customer demands tor immediate assistance
  • Knowledge of and ability to use personal computers with dual monitor system, and related software (Bookmaster, IIC, Service Cloud, EMC Publishing Websites, etc.), word processing (Microsoft Word), and spreadsheet analysis (Microsoft Excel)
  • Experienced and proficient in alternating between various tasks on an ongoing basis, in a fast-paced work environment
  • A friendly and positive demeanor with the desire to assist customers
  • Basic Mathematic skills
  • Excellent attention to detail
  • Experience in participating as a team member in contributing to department objectives
  • Experience with using a multi-line phone system in a customer service or office environmen
  • Demonstrates a desire and drive to take initiative to learn about our products
  • Demonstrates ability to understand and follow department procedures

To be considered for this position, you must submit your salary requirements, resume, and cover letter and apply through employment@emcp.com, linkedin.com, monster.com, or emcp.com No phone calls please.

EMC Publishing LLC is an Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities.

EMC Publishing, LLC is committed to providing Equal opportunity to all applicants. In accordance with our policies and federal law, we’re committed to provide reasonable accommodations so if you are a qualified disabled person, a disabled veteran or have other barriers to access our online application system, please contact Human Resources at 651-290-2800 to discuss alternative ways to apply for employment.