Taylor and Francis Looking for Customer Services Trainee at Philadelphia, PA Full Time

Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

What we offer at Taylor & Francis:

• Competitive salary
• Ample paid time off
• 4 volunteering days per year
• Day off for your birthday
• Sick time
• Paid parental leave
• Life events leave; i.e. moving or wedding
• Medical & vision benefits
• 401(k) match
• Flexible working schedule
• Seasonal social and charitable events
• Training and development

If at any time you require reasonable adjustments throughout the recruitment process, please email [email protected] and we will be happy to support you.

Diversity, Equity & Inclusion

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

We know that sometimes the ‘perfect candidate’ doesn’t exist, and that people can be put off applying for a job if they don’t fit all the requirements. If you’re excited about working for us and have most of the skills or experience we’re looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

The Role

We have an exciting and unique opportunity for a Customer Services trainee to join our global department based out of Philadelphia, PA.

In this Trainee role, you will have the chance to rotate across the different teams within Customer Services including, Journals, Books/eBooks, Open Access, and Retention, learning and honing key communication skills within each area you work. As an important member of the team, you’ll help us deliver first class customer service to a range of internal and external stakeholders such as our Shared Services, Sales, Marketing, Editorial, and Production teams and our customers who are authors, institutions, personal subscribers, Societies and Society Members and will support the team with processing orders and helping deliver our products and services to customers on time, every day may look a bit different.

We are flexible regarding the amount experience we’re looking for. We understand college isn’t in everyone’s life plans, and we welcome individuals from all walks of life to apply. Maybe you’re fresh out of high school and you want to start a career within Customers Services or maybe you’re just looking for a career change. Whatever your reason, we want to give you the opportunity to get hands on experience with us. Having previous work experience is a bonus, but it’s not required. Just show us how your skills can translate into this role and we’d be happy to review your application.

Characteristics we’re looking for include being a self-starter who is eager and ambitious to embrace new opportunities. If you find yourself going the extra mile to deliver first class service in your day to day, then we’d look for you to emulate that behavior with colleagues and customers across the globe. An ability to prioritize is a huge plus since at times you’ll be expected to support with a broad range of tasks and projects. While you’ll have interactions and regular meetings with your team members who are supportive and will help you to succeed, there will be some occasions you’ll have to work independently.

What will this role involve?

• Learning our CRM system – (Salesforce) to manage customer contacts and workflow in line with the SOP and the processes in each area of training
• Taking ownership of customer queries received via phone, and email through to resolution in line with policies/procedures, KPI’s and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• 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 the Shared Service Centres where appropriate
• Maintaining knowledge of department policies, processes, procedures and systems used, developing an internal network to increase knowledge.
• Playing an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Providing support to team members, assisting with training if appropriate.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Working to agreed KPI’s and targets including quality assurance.

Applications will close on 7th July 2022. Please provide a supporting covering letter with your application detailing your motivation and interest for this opportunity.

What we would love you to bring

Skills & Behaviors:

• A teammate who works well with others and is able to look after their own workload daily, prioritizing things as needed
• Enthusiastic and self-motivated with the drive to achieve.
• Excellent verbal and written communication skills; be able to communicate clearly and concisely with a range of stakeholders
• Be a team player, building good working relationships and retaining a positive attitude towards your work and colleagues.
• Someone who is eager to learn, develop within the Customer Services field and ready to get stuck into this training opportunity

Additional Information

Eligibility:

• You must have the right to work and live in the United States.
• You will be able to work remotely, but also be able to frequently travel into the office based in Philadelphia, Pennsylvania.

Things to consider:

Proposed start date of September 2022

On completion of the Traineeship:

Taylor & Francis will make every effort to identify a suitable internal role on successful completion of the Traineeship, however there is no automatic guaranteed progression to a permanent role after the 18 month term.