Customer Service Representative

Harpercollins Publishers Nashville , TN 37201

Posted 2 months ago

Overview

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

  • 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

Qualifications

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:

  • 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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Customer Service Representative

Harpercollins Publishers