Customer Service Representative

About the role

Jostens, a company serving K-12 schools, colleges, universities, teams and affiliation groups, is hiring a Customer Service Representative in Santiago, Dominican Republic, working 10:00 am to 7:00 pm. The role supports schools and clients by managing Mascot Shop platform updates, following up on account maintenance and setup, and guiding school administrators and representatives so they can fully control their schools and brands.

Key responsibilities

• Assist clients with concerns and answer questions by email and telephone, and process order inquiries.
• Help school administrators or representatives with setup and order questions, create new stores on the school stores page, and host webinars and onboarding sessions.
• Manage Salesforce cases covering customers, representatives and administrators.
• Run audits of customer accounts, orders and cases to find and fix errors; conduct outbound follow-up calls.
• Handle customer issues such as quality problems, applying discount codes, editing shipping addresses, canceling or refunding orders, and following up on orders.
• Take part in temporary projects supporting other departments.

Required profile

• High school diploma and English proficiency.
• Customer service experience.
• Preferred: experience in garment or art-related fields.
• Default requirements: computer literacy, basic MS Office (Word, Excel, Outlook, Explorer), good verbal and written communication, good interpersonal skills, and the ability to work alone and in a team.

What we offer

• Weekly payment plus performance incentives after training.
• Free two-way transportation when on site.
• Work-from-home option after 3 months, depending on availability, equipment and customs permissions.
• Medical insurance, complementary medical insurance, life insurance, internal bank, pharmacy and optical credit, and a referral program.