Customer Service Representative - Seasonal

Educating 100 million people worldwide, Pearson Education is the global leader in integrated education publishing. With such renowned brands as Prentice Hall, Scott Foresman, Addison Wesley, Allyn & Bacon, NCS Pearson, and many others, Pearson Education provides quality content, assessment tools, and educational services in all available media to a worldwide marketplace, spanning the learning curve from birth through college and beyond. Internationally we operate in 55 countries and 27 languages and have more global publishing than any other competitor.Pearson Education is an Equal Opportunity Employer EOE/M/F/V/D. This position is responsible for ensuring customer satisfaction within their sales channel(s) for all aspects of the customer relationship that they effect, such as: order/information management, inquiry management and claim/account management. Incumbents in this position must employ excellent knowledge of their customers, products, business practices and technology tools.Employ in-depth knowledge of company products, technology tools and policies: fulfillment, distribution, marketing, receivables, etc. to:1) Promptly and accurately enter orders into the appropriate system.2) Manage the customer's information needs (availability, shipping status/info, etc.).3) Provides customer with pertinent product and/or company marketing information in order to maximize sales opportunities.4) Provides professional problem/account management by such activities as: initiating corrective billings, resolving shipping/fulfillment problems, returns/claims problems, processing credits to appropriate authority level, etc..5) Formally responds over the telephone or in writing to customer inquiries and issues (and employs customer feedback to complete the conditions of satisfaction model).6) Accurately track issue/inquiry trends to identify process improvement opportunities and make appropriate recommendations to the supervisor.7) Meets individual quality service goals while appropriately prioritizes workload to meet individual targets and set standards.SEASONAL WORK FROM MAY THROUGH END OF SEPTEMBERThe active consideration period for this job will be 30 days. Related work experience' Prior Customer Service experiences in a large publishing, manufacturing or service call center environment (desirable).' PC/Internet literateFormal education or equivalent' High School graduate' College degree preferred (business or related degree).Skills' Excellent phone communication skills.' Good math skills.' Good PC skills/intermediate word processing ' 45 wpm, basic spreadsheet, ability to use various PC/CS utilities and Internet based utilities (e.g. UPS tracking, etc.).' Excellent customer management and communication skills.' Good written communication skills.' Strong interpersonal skills.' Must be able to exercise good independent judgement.Other' Good at facilitating problem solving with customers/colleagues.' Adept at managing commitments to customers and colleagues.' Ability to work well under pressure with heavy phone volume.' Must be able to work in a team environment and be flexible to learn new things.' Attention to detail and accuracy.' Well organized.' Ability to work with minimal supervision.