Customer Service Coordinator - Encyclopaedia Britannica, Inc.

Role: Customer Care Coordinator

As a Customer care Coordinator, you will play a crucial role with the Merriam-Webster Gaming audience by managing the resolution of issues with our products and services. In this customer-facing role you will handle the inquiries from our customer base that play a variety of the fun and challenging games hosted on our website. This opportunity will strengthen your organization, communication, and execution skills in an inclusive environment that uses multiple software and platforms that support your responsibilities.

Location: Chicago/Hybrid

Job Description

Handle a wide variety of audience inquiries involving Merriam-Webster games via the FreshDesk ticketing system as well as traditional channels such as email and phone. Troubleshoot issues ranging from user experience, product content, and payment/refunds by collaborating with multiple departments. Utilize ERP’s such as NetSuite and intermediary payment platforms such as Stripe as a tool to resolve a variety of scenarios. Categorize inquiries and feedback based on customer responses and case issues. Develop and maintain a knowledge base for evolving products and services. Provide as needed customer support for other Merriam-Webster and Encyclopaedia Britannica services.

Core Competencies

• Excellent verbal and written communication skills.
• Ability to work in a fast-paced atmosphere in an office and remote environment
• Maintain composure in stressful situations.
• Demonstrates the ability and takes ownership to achieve established goals and performance metrics.
• Comfortable with prioritizing competing tasks.
• Utilizes sound judgment and remains within the scope of support.
• Exercises awareness of company policies and procedures.

Minimum Requirements

• Education: HS Diploma required, post-secondary education such as an Associates or Bachelors preferred.
• CS Experience: 2 - 5 years in customer-facing roles
• Computer proficiency: Intermediate experience with PC and G-Suite and/or MS Office
• Active listening, solution-based thinking, attention to detail and time management is a must

Plus:

• Candidates with a penchant for word games is a plus.
• Experience with ticketing software such as FreshDesk is a plus.

Britannica strives to provide its users with trustworthy, verified information in a constantly changing world. We aspire to fulfill that mission with a diverse, multigenerational workforce who represents a variety of life experiences and points of view. All backgrounds and cultures are welcomed.