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.
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
3-5 years prior customer service experience, required
Call center experience, preferred
Technical support, preferred
High School Diploma or equivalent, required
Bachelor's Degree, preferred
Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors, preferred
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