Note: The job is a remote job and is open to candidates in USA. Infobase is a company seeking a Customer Service Representative to deliver exceptional customer support across multiple communication channels. The role involves processing orders, assisting with subscriptions, and collaborating with internal teams to resolve customer inquiries.
Responsibilities
- Respond promptly and professionally to customer service emails related to product inquiries, order placement, account information, and general support needs
- Answer incoming phone calls regarding: Credit card payments, New order placement, Order status updates, Product pricing and availability, Streaming video inquiries, General customer inquiries for The Mailbox, a division of Infobase Holdings, Inc
- Provide customer support for The Mailbox, including: Subscription cancellations, Verifying subscription expiration dates, Processing subscription refunds, Assisting with website login issues, Updating customer account information (email, password, grade level changes), Sending payment receipts
- Process customer orders for print, DVD, eBook, and streaming titles received through: Customer Service email, Company website, Phone calls, Personal email communication, Direct requests from Business Development Executives
- Create and maintain new title records in NetSuite, the company’s billing and invoicing system
- Collaborate closely with the warehouse team to: Confirm product stock availability, Verify shipping details, Obtain proof of delivery
- Communicate and coordinate with the Sales Department to address customer inquiries and ensure timely follow-through
- Partner with Accounts Receivable to resolve billing issues and respond to payment-related questions
- Collaborate with Video Support and Technical Support teams to assist customers with technical issues and escalate cases when necessary
- Perform other duties as assigned
Skills
- High school diploma or equivalent required
- 1–3+ years of customer service experience or related role
- Proficiency with email systems, Microsoft Office, and basic troubleshooting of web-based tools
- Strong written and verbal communication skills
- Ability to handle sensitive customer situations with professionalism and empathy
- Associate's or bachelor's degree preferred
Company Overview
Infobase, backed by over 80 years of expertise, is a leading information literacy solutions provider that empowers learners, educators, and organizations with trusted content and tools—building information literacy, supporting lifelong success, and helping individuals confidently navigate information and make informed decisions. It was founded in 1941, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is http://www.infobase.com.