Customer Service Specialist

at Goodheart-Willcox Publisher in Tinley Park, Illinois, United States

Job Description

Customer Service Specialist

Do you pride yourself on offering a high level of customer service?  Are you seeking a company that offers a positive work environment with a focus on teamwork?  If so, apply for our Customer Service Specialist role. This individual will demonstrate a strong knowledge of our products, handle incoming orders, and problem solve first-line technical issues. The ideal candidate will be a detail-oriented, multi-tasker who thrives in a customer-centric environment. This position is full-time on-site in our Tinley Park, Illinois office.

Our compensation is market based and takes into account a variety of factors including the candidate’s skill set, experience level, internal equity, and location. For this position, we anticipate the starting hourly rate falling between $22 per hour and $25 per hour. In addition, the company makes a 10% contribution to the Employee Stock Ownership Plan and a 4% matching contribution to the 401(k). 

What you’ll do:

• Answer customer requests for product information, to place orders, and provide level 1 technical support.
• Answer incoming customer phone calls, emails, and tickets, Assist customers with appropriate responses.
• Consult, cross sell and up sell customers on additional G-W products.
• Enter incoming orders received by mail, internet, and phone into computer system.
• Make outbound calls to customers regarding orders, product questions, technical support and follow-up opportunities.
• Provide price quotations and correspondence regarding potential orders.
• Qualify requests for product samples and enter them into computer system.
• Accurately enter and complete return orders from customers.

What you’ll bring:

• College coursework required; associate or bachelor’s degree is a plus.
• Minimum of two years of phone-based customer service experience required.
• Five years of customer service experience required.
• Ability to speak, read and write English fluently to serve customers by phone and email.
• Ability to perform basic math functions to calculate product quotations.
• Effective written and oral skills to facilitate clear communication.
• Proficiency in Microsoft Word, Outlook and Excel and experience in a Windows-based operating system.
• Accurate and efficient computer keyboarding skills for quick and precise order entry.

What we offer:

Goodheart-Willcox Publisher is an employee-owned company driven by our mission, “We Build Careers.” G-W has spent over a century building a culture that we are proud of and is centered around our Core Values of Do the Right Thing, Can-do Attitude, Roll Up Your Sleeves, Always Improving, and Collaborative Spirit. When you join our team, you will experience an environment of collaboration, empowerment, and respect.

G-W prioritizes the health and well-being of our employees by offering carefully selected benefits and retirement options. Check out some of our generous benefits highlighted below:

• Employee Stock Ownership Plan – a retirement plan that is 100% company funded

• 401(k) with a company match  
• 3 Medical plan options 
• 2 Dental plan options  
• Vision plan  
• Generous Paid Time Off 
• Wellbeing and Wellness Reimbursement Programs 
• Cariloop – a Caregiver Concierge 
• Pet Insurance 
• Employee Assistance Program 
• Social Activities and Events 

Goodheart-Willcox Publisher provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, ancestry and marital status, and other protected classes, in accordance with applicable federal and state laws.

In addition, Goodheart-Willcox Publisher complies with applicable state and local laws governing nondiscrimination of employment. This policy applies to all terms and conditions of employment, including, but not limited to hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

Applicants must be legally authorized to work in the US. We do not sponsor applicants for work visas.