Contact Center Representative (8am-5pm)
Description
SUMMARY: The Contact Center Representative serves as a liaison between customers, sales representatives, fellow HBG employees, and client publishers. This role manages primarily inbound communications while supporting inquiries received through phone, email, fax, and mail from both internal and external contacts. The position requires a customer-focused, outgoing individual with strong problem-solving skills who can work collaboratively within a team environment and adapt quickly to changing tasks and priorities.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Deliver high-quality customer service by implementing best practices to meet or exceed customer needs and requests.
- Interact with internal and external customers via phone, managing approximately 30–50 inbound calls per day.
- Accurately enter and process customer orders received by phone, email, fax, and mail.
- Strive to achieve individual and team performance goals aligned with Contact Center metrics and established service level agreements (SLAs).
- Collaborate with team members to achieve departmental objectives and contribute to the continuous improvement of processes and procedures.
- Develop and maintain expertise in HBG procedures, systems, and policies to effectively support customers and internal partners.
- Adhere to assigned work schedules and maintain consistent attendance and reliability.
- Monitor and investigate electronic order traffic, including processing and reviewing Excel-based reports.
- Perform additional responsibilities as assigned, which may include specialized tasks such as Author Event order entry and direct-to-consumer order processing.
KNOWLEDGE, SKILLS & ABILITIES REQUIRED
- Strong, clear communication (verbal and written)
- Able to identify and prioritize customer needs. Use creative, quick thinking to provide appropriate resolutions to concerns, questions, or unforeseen challenges
- Exhibit skill navigating the internet, using email and messaging tools, and/or using Excel while on a call
- Strong typing abilities, plus 10-key numeric keypad competence
- Must be organized and detail oriented. Attention to detail is key
- Positive, customer-focused attitude in a fast-paced environment
- Results-driven with a demonstrated ability to achieve goals
- Must be able to work as part of a team, supporting others and demonstrating adaptability
- Should have an exceptional willingness to learn, be self-motivated and determined to succeed
- 1+ years’ experience in a service environment
- Prior contact center or data entry experience and/or familiarity with ticketing tools such as Zendesk a plus
EDUCATION: High school diploma or equivalent. Associates preferred.
PLEASE NOTE: This position requires candidates to live within a reasonable commuting distance of the Lebanon, Indiana distribution facilities.
Hachette Book Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.