[Remote] Customer Service Representative - Eastern Time Zone

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