Customer Service Representative I (US)

Location US-Remote
Posted Date 3 weeks ago(5/16/2023 5:55 PM)
Req #
# Positions
Customer Service/Support (US) - Customer Service


A successful Customer Service Representative I achieves outstanding customer service and communicates effectively with customers. The Customer Service Representative I is responsible for handling incoming emails and calls from customers and providing excellent customer service, quickly and efficiently processing orders, and providing timely and accurate information to customer inquiries. The CSR I is expected to be proficient at the navigation and use of multiple online applications in a fast-paced environment.



Essential Job Functions & Responsibilities

  • Receives incoming order and inquiry related calls and emails from customers.
  • Process orders and gather vital data in the database in accordance with departmental procedures. This includes but is not limited to accurate data input for customer information, customer type, market segment, etc.
  • Accountable for assigned work and ensuring deliverables are met, completing work within the standard turnaround time for order processing, email responses, etc.
  • Listens and responds appropriately to customers' requests and concerns, instituting appropriate procedures to resolve customer issues. Refers to appropriate center personnel or Team Leader if applicable.
  • Knowledge of all relevant business applications such as a2r, Fresh Desk and SharePoint sites.
  • Perform accurate data entry including 10 key by touch

Qualifications & Education

  • One to three years of customer service background, preferably within a call center environment.
  • Proficient with Microsoft Suite.
  • Excellent typing skills, ability to use keyboard accurately including 10 key experience
  • Flexibility to work occasional overtime during peak seasons with the understanding that time off may not be granted during these periods.
  • A strong customer service orientation.
  • Ability to maintain confidentiality with customer information.
  • Ability to read, analyze and interpret documents, etc.
  • Excellent problem-solving ability, verbal, and written communication skills
  • Effective internal/external customer communication and decision making.
  • Adaptable to constantly evolving priorities. Adapts to changes in the work environment and Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Effective planning and organization skills to meet deadlines.
  • Willing to work in a hybrid work environment with a dedicated, interruption free work area.
  • Basic mathematical skills
  • Sales/Marketing background preferred.
  • Bilingual skills (Spanish) desired

Pay Transparency and Benefits Package

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect. SAGE is proud to be an equal opportunity workplace and is an affirmative action employer. 


Compensation at SAGE is influenced by several factors, including but not limited to skill set, nature and level of experience, qualifications, and other relevant considerations. The starting hourly rate for this position is $18.00.  Please note that the compensation details listed in U.S. role postings reflect the base salary only and do not include bonuses or benefits. Your recruiter can share more about the specific salary range and additional aspects of the compensation/benefits package for this position during the hiring process. If your desired salary falls outside of this range, we hope you'll still apply as there may be other positions that better align.


In addition to compensation, SAGE offers a highly competitive and comprehensive PPO medical, dental, and vision care benefits package with SAGE covering most of the premium costs. Unique program benefits that support a healthy life, a company-sponsored anniversary trip every 5 years, a 401(k)-matching program of 100% up to 5% of pay, and other significant meaningful benefits. In alignment with our value for education, SAGE offers financial support for bachelors and graduate-level degree programs as well as learning for personal interest.


SAGE offers freedom and autonomy in your day-to-day with hybrid or remote work, depending on the role. Join the nearly 2,000 SAGE employees worldwide who deliver products and services that serve to fulfill our noble goal of education and dissemination of knowledge globally. We’d love to meet you!


SAGE U.S. Diversity, Equity, and Inclusion (DEI) Charter

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.

We believe that diversity is a cornerstone of a vibrant culture. We want SAGE to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.


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