Overview
Customer Care Associate Jobs in Calgary, AB at FriesenPress
Full job description
***This is a fully remote role, working from home. But you must reside in Calgary or the surrounding area. We will not be considering candidates that reside outside of this area.***
FriesenPress is the only 100% employee-owned publishing services provider in the world — and we’re growing!
We are currently looking for a Publishing Specialist to join our remote workforce.
As Canada’s largest publishing service provider, FriesenPress helps authors realize their dream of publishing a book. Our suite of products includes various publishing packages containing a wide range of professional services. From editing, book layout and design, channel distribution, and marketing support, we help writers self-publish and succeed.
If this sounds like the ideal position for you, we want to talk to you!
Duties and Responsibilities:
● Maintain a high level of customer satisfaction throughout a collaborative, multi-faceted, and high touch publishing process.
● Manage Author relationships to build a reputation for excellent service and generate repeat business.
● Coordinate activities associated with an Author’s book during publication, including reviewing and disseminating the Author’s intentions and express instructions. Following production service schedules.
● Manage Author account in internal Customer Relationship Management software, including manuscript materials, publication instructions, and payment and shipping instructions.
● Act proactively to prevent potential issues that may impact Authors, and promptly resolve any problems that may arise during the publication process.
● Manage Author communication with internal and external stakeholders through email, phone and in-person meetings. Comply at all times with FriesenPress service levels requirements.
● Collaborate with the Book Design team to ensure that the execution of the Author’s vision meets their expectations.
● Recommend add-on products or services to Authors based on their publishing needs using a proactive needs-based sales approach.
● Perform other job assignments as prescribed by the Operations Manager, Publishing Services.
Job Requirements:
● Demonstrated ability to offer world-class customer service standards in person, on the phone, and via email; with a passion to go above and beyond customer expectations.
● You love to learn. People would describe you as a curious problem solver that is highly adaptable.
You have an attention to detail and an ability to focus on a project through the entire lifecycle with an excellent display of critical thinking.
● Ability to make sound business judgments to meet customer and business goals in the most cost-effective way.
● Ability to identify challenging situations and communicate expectations to both Authors and internal parties.
● Comfortable with needs-based sales, managing targets while focusing on clients needs.
● Self-motivated, with the ability to work as part of a team or independently as required.
● Possess strong administrative, organizational and time-management skills.
● Strong interpersonal and communication skills. Fluent in written and spoken English.
● Computer literacy; familiarity with word processing and spreadsheet software.
● Minimum two years of customer service experience.
● Prior use of CRM software would be an asset.
● Prior book publishing knowledge would be an asset.
Core Competencies:
● Customer Focus
● Problem Solvi…
Title: Customer Care Associate
Company: FriesenPress
Location: Calgary, AB
Category:
