Customer Service Representative

Job Title
Customer Service Representative
Job ID
Northampton,  MA 01060
Other Location

Customer Service Representative

We are in search of an experienced Customer Service Representative to join our team, and will be offering a bonus up to $500 for successful new CSR hires!  This position will begin as remote but may transition to an on-site role in the future.

Pioneer Valley Books is a leading publisher of award-winning literacy resources. We are committed to providing quality books for children learning to read and resources that support teachers in their work. Our customers passionately love our products, and our company continues to grow.

We seek an individual experienced in customer service who loves working directly with people over the phone and/or in person. This individual will be committed to building strong and successful business relationships with the teachers, schools, and districts that we serve. 

Key Duties

  • Receive incoming phone calls and email communications and handle accordingly (answer questions, assist customers, investigate and resolve customer concerns, etc.)
  • Provide consistently excellent service and experiences for our customers
  • Enter and process orders in an accurate and timely manner
  • Provide quality assurance follow-up phone calls to customers
  • Provide analytical support to the sales team to help deliver insights for leads and retention
  • Provide occasional support to the production team, including quality checking catalogs and other marketing/sales documents as needed


The ideal candidate will possess two or more years of related experience in sales and/or customer service, preferably related to educational products; familiarity with CRM software; proven data-analysis experience; and demonstrably clear written and verbal communication skills. Experience teaching or working in an educational setting is a plus. Must present a positive, willing-to-serve demeanor and have an ability to juggle multiple priorities with ease. This position is full-time remote at this time, with plans to transition to an on-site role in the future. However, we may consider continuing this role as remote or remote/in-person hybrid, depending on candidate qualifications and ability to effectively work remotely. 

Our offices are located in Northampton, MA. We offer a competitive compensation and benefits package and a small, welcoming, pet-friendly office environment. If this sounds like your kind of job, we’d like to know! Please respond with a letter of interest and résumé. No phone calls, please. 

Pioneer Valley Books is an Equal Opportunity Employer and values diversity. M/F/D/V/SO

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