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SalaryFor over 30 years, Midwest Tape has served libraries and their patrons with unparalleled access to the best content available in the media world. Our digital offering, hoopla Digital, combines the media and library expertise of Midwest Tape with the latest in web and mobile technology, delivering an all-in-one experience to the library world. As hoopla continues to grow on a global scale, we are expanding our team.
At Midwest Tape, we know our people are the reason for our success. We value our employees and believe in empowering them to help them thrive. We offer competitive pay and benefits, a healthy work/life balance, and appreciation for a job well done.
Benefits:
- Medical, dental, & vision insurance
- 401k + match
- Profit sharing
- Paid vacation and personal time
- Flex time
- 10 paid holidays
- Company performance bonus
- Holiday bonus
- Training & career development opportunities
Overview:
Are you friendly, have great time management skills, and able to answer multi-line phones in a fast-moving Customer Service environment? Are you excited about the prospect of being able to help meet the needs of public Libraries across the United States and Canada? We are looking for a passionate, highly experienced person to join our team.
An applicant for this position must be highly organized, detail oriented, have great problem solving skills, and great time management skills. We are proud to serve public libraries throughout the United States and Canada and are seeking like-minded individuals who want to join our team to help Libraries continue to provide increasing value to their patrons and communities.
Primary Duties and Responsibilities:
To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.
- Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Refer unresolved customer issues to designated departments for further investigation.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Skills:
- Must possess excellent follow-up and follow-through skills.
- Basic computer skills, including Microsoft Excel
- Must possess problem solving abilities.
- Must have Reading Comprehension Skills – Ability to read and interpret documents such as policy and operating manuals
- Must be able to work independently.
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Must possess organizational skills.
- Must possess excellent communication skills and be able to talk to others to convey information effectively.
Preferred Education Requirements:
Note: Possession of a High School Diploma or equivalent is required for all new hires in all positions
Preferred Experience:
- 1-3 years previous Customer Service experience
- Experience answering multi-line phone system.
- Experience using Salesforce
- Experience using SAP
Physical Requirements/Work Environment:
The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to regularly sit for extended periods of time.
- Ability to perform repetitive motion type tasks.
- Able to attend meetings, presentations, and trainings
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
