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Customer Service Representative

Date: Jan 12, 2022

Location: Portsmouth, NH, US, 03801

Company: Houghton Mifflin Harcourt

Job Requisition ID: 17265

Additional Locations: 

Perform a broad range of professional services for all internal and external customers, in a manner which projects the proper company image. Provide timely, accurate and complete handling of customer inquiries, orders, returns and specific assignments within established guidelines. This position requires familiarity with internal policies and procedures, as well as communication and cooperation across the entire service organization. Specific duties may be specialized by functional area and/or team assignment. 



  • Receive customer contacts directly via phone, mail or electronically. Consistently respond to all inquiries in a professional and timely manner.
  • Research and resolve all customer inquiries and requests, adhering to departmental and corporate procedures, guidelines and policies.
  • Complete all work within established guidelines for quality and performance achievement. Record and submit daily work reports as required.
  • Ensure processing tasks are completed accurately, with attention to detail and customer requirements.
  • Participate in the detection and notification of recurring trends or problems. Make recommendations for improvement.
  • Maintain a current working knowledge of company products, operating systems and standards and all aspects of customer service. 
  • Interact effectively both within and outside the department to resolve issues and develop resources.
  • Demonstrate flexibility and cooperation in the completion of departmental tasks.
  • May be requested to participate in customer site visits to develop and enhance service relationships.
  • Ability to work either CSR schedule to support East (8:30am-5:00pm) and West (10:00am – 6:30pm) coast Customers/Sales Reps.



  • High School graduate or equivalent. 
  • Excellent verbal, written and interpersonal communication skills.
  • Minimum of one year in related position preferred.
  • Technology/Software Skills
  • Keyboarding skills necessary. 
  • Previous order processing experience, MS Office desirable.



  • Might be in a stationary position for a considerable time (sitting and/or standing).
  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.



Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  


Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

Nearest Major Market: Portsmouth
Nearest Secondary Market: Boston

Job Segment: Customer Service Representative, Customer Service, Publishing, Education