Job Description

Company Overview Taylor & Francis is an Informa business. Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. That is the only way to find the best obtainable version of the truth and ultimately foster human progress. Job Summary Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers. This is a blended‑working role; you’ll work four days a week from home and one day in the Boca Raton office. Candidates must live within commuting distance of the Boca Raton office. What you'll be doing Taking ownership of customer queries received via phone, email, KPI’s and Customer First training best practice, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact. Processing orders, invoices and quotes in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate. Resolving product or service problems/queries by clarifying customer issues, determining the root cause, selecting and explaining the best solution, expediting corrections/adjustments and following up to ensure resolution. Reviewing customer self‑help portals and suggesting new content or amendments. Managing day‑to‑day business processes, liaising with other departments where appropriate. Suggesting amendments to Standard Operating Procedures (SOP). Maintaining knowledge of department policies, processes, procedures and systems, developing an internal network for knowledge sharing. Actively participating in meetings, expressing your viewpoint and listening to others. Suggesting improvement ideas and assisting with implementing those ideas to improve customer satisfaction, increase productivity or reduce costs. Using Salesforce to manage customer contacts and workflow in line with the SOP. Using SAP/Salesforce to manage orders/invoicing. Achieving personal objectives and working to agreed KPI’s and targets, including quality assurance. In addition to the above this role may also be required to help on projects and workload as determined by business needs and the Manager. What we're looking for Previous Customer Service experience preferred. Experience working to accomplish KPI’s/SLA’s. Ability to multi‑task and work on multiple systems/programs efficiently. Problem‑solving skills. Excellent verbal and written communication skills in English. Great attention to detail, maintaining accuracy and speed. Ability to work under pressure to deadlines with minimal supervision. A team player, building good working relationships and retaining a positive attitude towards your work and colleagues. Experience with Microsoft Office and Microsoft Excel. Experience with SAP and Salesforce is preferable. Able to type at least 40 words per minute. What we're offering Hourly rate of $27.47 (~$50,000 annually). Excellent work/life balance with a flexible working culture. 10 paid sick days. 15 days paid annual leave per year plus an extra day off for your birthday. 3 additional discretionary days for the holiday season each year. Up to 4 weeks of paid parental leave. Medical, vision, and dental benefits. 4 volunteer days per year. 401(k) with employer match. Seasonal social and charitable events. What you should know You must have the right to reside and work in the United States. This is a hybrid role and will require the successful candidate to be on site three days per week at our Boca Raton office. Closing date for applications: 10 July 2026 Applications will be reviewed and interviews will be conducted on a rolling basis. It is encouraged that you submit your application as soon as possible if interested. Work/Life Balance and Development We care about our colleagues, promoting work‑life balance, wellbeing and flexible working. You will join a thriving business and have the opportunity to develop your abilities and innovate in areas you are passionate about. We’re passionate about ensuring you have all the tools and resources to reach your career goals. We’ll support you with a bespoke Taylor & Francis Development Plan, resources, tools, support and coaching that will help you achieve where you want to be. Being Yourself at Taylor & Francis If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. Equal Employment Opportunity Statement Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non‑merit‑based factor. #J-18808-Ljbffr

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