Customer Service Specialist at Zurich Cover - More assisting travelers with excellent customer service while navigating multiple systems and collaborating with leadership for feedback.
About the role
- Subscriber Support Representative providing support for PJ Library, handling inquiries and managing subscriber records. In a fast-paced non-profit environment in Agawam, MA, requiring hybrid work.
Responsibilities
- Responding to emails and phone calls from families enrolled in the PJ Library and PJ Our Way programs
- Searching for and updating records in the subscriber database (Microsoft NAV & Salesforce)
- Using Salesforce to comprehensively track and respond to subscriber inquiries
- Forwarding calls and emails from authors, illustrators, and donors to the appropriate departments
- Researching and resolving cases where books are not received by families
- Processing returned mail
- Escalating any technical issues to the Manager of Subscriber and Community Support
- Writing and contributing to all process documents and Knowledge Articles
- Providing other general office support as needed
- Producing and copying materials for projects, conferences, and clients
- Preparing shipping labels for packages
- Providing broad support to the Office Coordinator during absences
- Providing broad support for events and conferences
Requirements
- Associate’s degree and 2+ years of relevant Customer Service or Customer Relationship Management experience
- Strong written and verbal communication skills
- Excellent computer skills, including proficiency with Microsoft Office, Outlook and Salesforce Case Management platform
- Experience with Microsoft NAV/Business Central a plus
- Close attention to detail
- Willingness to be flexible and responsible with a variety of tasks
- Eagerness to work as part of an administrative and subscriber support team
- Superior problem-solving skills and the ability to think quickly “on your feet.”
- Ability to multi-task, prioritize, and meet challenging deadlines
- A calm and comfortable phone manner.
Benefits
- Health insurance
- Flexible work arrangements
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