Customer Support Representative

2 weeks ago

Whitby, Canada Northrose Educational Resources Full time

**Overview**
Reporting to the Business Operations Manager, the Customer Support Representative (CSR) plays a key role in ensuring excellent customer service and operational support. This position is responsible for assisting customers—including educators, students, bookstores, libraries, and institutional partners—with inquiries related to product information, orders, digital access, billing, and account management. The CSR acts as the first point of contact for customers and provides timely, professional, and solutions-oriented support to enhance the customer experience and strengthen the company’s reputation.

**Responsibilities**
- **Customer Service & Support**:

- Provide accurate information on product availability, pricing, formats (print, digital, OER, etc.), and order status.
- Process orders, returns, and exchanges in accordance with company policies.
- Escalate complex issues to management while ensuring follow-up until resolution.
- **Account & Order Management**:

- Assist bookstores, faculty, and institutional clients with course material adoptions, desk copy requests, and bulk orders.
- Verify order accuracy and track shipments to ensure timely delivery.
- Support billing and payment inquiries, including invoice adjustments or credit requests.
- Maintain accurate and up-to-date records in the customer relationship management (CRM) system.
- **Communication & Relationship Building**:

- Foster positive customer relationships by providing professional, empathetic, and knowledgeable service.
- Collaborate with Sales, Marketing, and Editorial teams to address customer needs and feedback.
- Share recurring customer issues or feedback with internal teams to improve processes and products.

**Skills**
- Excellent communication skills (verbal and written) with an aptitude to communicate with clients, customers and team members
- Strong attention to detail
- Ability to work in a fast-paced environment, skilled at multi-tasking and independently managing and prioritizing multiple projects with mínimal supervision
- Diploma or Degree from an Accredited College or University

Pay: From $20.00 per hour

Expected hours: 35 per week

Ability to commute/relocate:

- Whitby, ON L1N 4P6: reliably commute or plan to relocate before starting work (required)

**Language**:

- English (required)

Work Location: In person

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