Customer Services Representative

Customer Services Representative

Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers.

This role will be blended-working; you'll work 4 days a week from home and 1 day in the Boca Raton office. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Boca Raton, Florida.

What you'll be doing:

• Taking ownership of customer queries received via phone, email, KPI's and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Take responsibility for the processing of orders, invoices, quotes, in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Active participation in meetings, expressing your viewpoint but also recognizing and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and, work to agreed KPI's and targets including quality assurance.

In addition to the above this role may also be required to help on projects and workload as determined by business needs and the Manager.

What we're looking for:

• Previous Customer Service experience preferred.
• Experience working to accomplish KPI's/SLA's.
• Able to multi-task and work on multiple systems/programs efficiently
• Problem-solving skills
• Excellent verbal and written communication skills in English and be able to communicate clearly and concisely.
• Great attention to detail, maintaining accuracy and speed.
• The ability to work under pressure to deadlines with minimal supervision.
• A team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Experience with Microsoft Office and Microsoft Excel
• Experience with SAP and Salesforce is preferable.
• Able to type at least 40 wpm

What we're offering in return:

• Hourly rate of $27.47 (~$50,000 annually)
• An excellent work/life balance with a fantastic, flexible working culture
• 10 paid sick days
• 15 days paid annual leave per year plus an extra day off for your birthday
• 3 additional discretionary days for the holiday season each year
• Up to 4 weeks of paid parental leave
• Medical, vision, and dental benefits
• 4 volunteer days per year
• 401(k) + employer match
• Seasonal social and charitable events

What you should know:

• You must have the right to reside and work in the United States.
• This is a hybrid role and will require the successful candidate to be on site 3 days per week at our Boca Raton office.
• Closing date for applications: 10 July 2026 Applications will be reviewed and interviews will be conducted on a rolling basis. It is encouraged that you submit your application as soon as possible if interested

Work/life balance:
At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing, and flexible working. You will be joining a thriving business, working alongside an exceptional group of people. We believe that the skills and experience you bring…