11 days old

Customer Service Representative

Oxford University Press
Cary, NC 27513
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Oxford University Press

Business Services

Posted: June 21, 2022
Cary, NC, USA

We are the worlds largest university press. We have both a worldwide reach and a personal understanding of local needs, partnering on the ground to adapt publications and resources to meet the individual needs of communities, societies, and countries. We partner with researchers, educators, and technology partners to stay ahead of the changing ways people around the world are accessing and sharing knowledge. With a presence in more than 50 countries and millions of customers around the world, an idea launched at OUP can have a global impact.

More about OUP

Advancing Knowledge and Learning

This role will require that the successful candidate understands the customer service environment and can confidently convey customer focus to all aspects of the organization.

  • Support the sales effort by handling customer calls and recording wrap code information into the system.
  • Quickly and efficiently perform all functions of the department to ensure work is processed in a timely manner. This will include processing orders and adjustments, handling customer claims, and customer service inquiries.
  • Manage and resolve complex customer issues; respond promptly to customer needs; solicit customer feedback to improve service, and resolve problems and follow through until the customer is satisfied with the results.
  • Work diligently to meet commitments; communicate diplomatically and tactfully with a broad and diverse base of customers via inbound and outbound phone calls, e-mail, fax, and written correspondence; gather and analyze information skillfully, and develop alternative solutions.
  • Works well in group problem-solving situations; displays willingness to make decisions and exhibits sound and accurate judgment. Importantly, provide customer support at the point of sale for billing problems, the status of the order, and account queries.
  • Compile and track data to make recommendations to improve customer relations and fully understand the customer service environment and exhibit exceptional customer care.

  • An ability to learn various OUP publishing divisions, including specific products and best-selling titles.
  • Develop knowledge of conducting business in various market segments, i.e. school market requirements, retail, wholesale, and international Candidates must possess excellent verbal and written communication skills, and the ability to successfully handle high-pressure situations.
  • Exceptional organizational and sound decision-making skills. Perform duties in a self-managed environment and be able to balance team and individual responsibilities.
  • Proficient computer experience, which includes Microsoft Office software, and a typing proficiency of at least 35 wpm.
  • An Associates degree or equivalent experience plus one year of Customer Service experience is required.
  • Call center experience preferred. Must possess problem-solving skills and be detail-oriented.

GJC Level: S3 (for internal purposes only)

Location: This role is located in Cary, NC on a hybrid basis.

We are committed to supporting diversity in our workforce and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)


Posted: 2022-06-22 Expires: 2022-07-24

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Customer Service Representative

Oxford University Press
Cary, NC 27513

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