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Customer Service 800-328-1452

Customer Service Representative—St. Paul, MN

Job Summary

The Customer Service Representative (CSR) works as a team member in the Customer Service Department and call center workgroup supporting EMC School, Paradigm, and JIST. The CSR will be knowledgeable in the skills of Customer Service and will therefore require supervision primarily when unclear about unique situations or circumstances. This position is required to answer inquiries into sales or service in a manner that will maintain exceptional customer relations. The CSR will be responsible for accepting and keying in customer orders, handling and/or responding 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. Responsibilities also include handling of basic level 1 customer technical calls. May also assist with CHAT services through Service Cloud. This position may perform various analysis and projects utilizing PC software. Individuals in this role will demonstrate a willingness to promote change for the betterment of the company and our customers.

Essential Duties and Responsibilities:

  • Processes orders, return good authorizations, and credit memo requests in response to incoming calls, both from external customers, and field sales representatives
  • Uses Cloud for case management and documentation. May also support CHAT services through Service Cloud
  • Provides information regarding order status, new products, billing and pricing, and possible order errors in response to both internal and external questions. Communicates new information to other customer service staff. Will initiate written correspondence to customers and reps to follow up on specific problems and inquires as necessary and appropriate. Helps maintain proactive relationships with customers to promote a high level of customer satisfaction and feedback to internal departments
  • Responds to incoming technical questions regarding various products sold by EMC, Paradigm, and JIST.

Education and Experience Qualifications

  • High school diploma required, Associate’s or Bachelor’s degree desired
  • 2 years’ experience working in a customer service environment, preferably in a call center environment

Required Knowledge Skills and Abilities

  • Excellent verbal, written, and listening skills; ability to communicate effectively, speak clearly and in a courteous manner over the phone in grammatically correct English
  • Superior attention to detail
  • Ability to apply situational analysis to help resolve customer problems, and respond to continual customer demands
  • Prior experience with a multi-line phone system
  • Demonstrated problem-solving skills
  • Knowledge of, and ability to use PCs and related software for keying orders (including Bookmaster, IIC, EMC Website,, etc), word processing, and spreadsheet analysis
  • Experience participating as a team member in contributing to department objectives
  • Comfort working in a fast-paced, ever-changing work environment

To be considered for this position, you must submit your salary requirements, resume, and cover letter and apply through,,, or 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.