Customer Service Representative - Eastern Time Zone

Infobase is a company focused on delivering exceptional customer support. The Customer Service Representative is responsible for providing customer support across various channels, ensuring accurate order processing and maintaining strong relationships with customers and internal teams.

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

Requirements:

• High school diploma or equivalent required; associate's or bachelor's degree preferred
• 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