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 Customer Service Representative (Bilingual) - Nasville, Tennessee, United States

   
Job information
Posted by: Harper Collins Christian Publishing 
Hiring entity type: Publishing and Printing 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Administrative - Other
Customer service & support
 
Travel: Minimal 
Accept candidates: in same country 
Languages: English - Conversational
Spanish - Conversational
 
Minimum education: Bachelor Degree 
Minimum years experience:
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: / Latpro-3760541 
Date posted: Nov-23-2020
State, Zip: Tennessee, 37214

Description

This position can be filled in Grand Rapids, MI or Nashville, TN.

HarperCollins Christian Publishing is committed to building a diverse and inclusive team and highly values diverse backgrounds and insights that fuel our innovation.

The Customer Service Representative is often times the first contact our customer has with HarperCollins Christian Publishing. The Customer Service Representative is empowered to use good judgment in immediate resolution of customer issues with little supervision needed. Our goal is to have each CSR model our Core Values, respond quickly and accurately to customer inquiries and to build relationships with the internal key contacts and external customers.

Responsibilities
Provide Omnichannel support including customer chat support, answering email inquiries, phone calls, and responding to Social Media messages in both English and Spanish
Multitask while maintaining attention to detail and quality
Identify, research, and resolve issues with HCCP Apps
Utilize available resources that can help users get the most from their product, including macros, frequently asked questions, and technical support articles
Exercise appropriate discretion in escalating issues
Seek opportunities to cross-sell or upsell.
Understanding of computer applications for information and resolution of Customer needs
Provide accurate Customer feedback regarding products and services
Communicate effectively with internal and external Customers and Customer support staff
Provide assistance/support to other areas of the business
Other duties as assigned

NOTE: Flexible working hours and overtime are required as needed


Requirements

Work Experience:

3-5 years prior customer service experience, required
Call center experience, preferred
Technical support, preferred

Education:

High School Diploma or equivalent, required
Bachelor's Degree, preferred

Industry Knowledge:

Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors, preferred
Skills:

Bilingual (English/Spanish), required (reading, writing, and speaking)
Experience with a multi-line phone system
Excellent telephone etiquette
Excellent Customer Service skills
Possess strong verbal and written communication skills; comfortable communicating via phone and chat with both internal and external customers
Computer skills, Microsoft Office
Technical aptitude and troubleshooting, preferred
Experience with JD Edwards Enterprise One, Microsoft Dynamics CRM, and Shopify preferred

HarperCollins Christian Publishing is an Equal Opportunity Employer

 

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