Customer Service Representative

Customer Service Representative (CSR) Responsibilities: - Conducting detailed research into production problems throughout all stages of the book publishing process to provide timely, accurate answers and solutions to authors. - Communicating with strong verbal and written English skills to international authors via telephone, and/or email regarding the status of their book production projects. - Answering inquiries, addressing concerns, and educating authors on the scope of our services, publishing processes, and design and print standards. - Solving problems and resolving issues by researching inconsistencies between layout and printing files, utilizing internal databases, and reviewing electronic and physical submission files. - Saving and maintaining accurate records of necessary author and book information in the database, including contact details, service selections, and special instructions. - Promoting exceptional customer satisfaction by taking consistent, positive, proactive, and reactive steps tailored to attend to each author's specific needs. - Establishing, building, and maintaining a highly professional, courteous, and empathetic client interaction environment throughout the author's publishing journey. Qualifications: - A bachelor’s degree, college-level education, or relevant work experience; entry-level candidates are welcome, though 1 to 2 years of customer service experience is required. - A high level of proficiency in both written and verbal English communication skills. - The ability to break down complex processes and explain them in a clear, easy-to-understand manner for authors. - Strong attention to detail alongside excellent organizational, time management, and problem-solving skills. - A professional, customer-focused, and pleasant but firm demeanor, with the ability to remain composed under pressure. - The ability to work efficiently both independently and collaboratively within a team environment. - Tolerance for low physical mobility and the ability to sit and work at a computer workstation for extended periods. - Basic computer proficiency, including sufficient manual and digital dexterity to operate a computer, keyboard, mouse, monitor, and phone pad while efficiently navigating multiple systems. - Working knowledge of Microsoft Office applications (familiarity with Adobe applications such as PageMaker, Photoshop, and Acrobat Reader is a plus but not required).