Customer Service Representative (Bilingual)
Posted on: 15 Mar 2021
Grand Rapids, MI
Job Description
Overview
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
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
* Bachelors 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
Job Locations US-TN-Nashville | US-TN-Nashville | US-MI-Grand Rapids
Category Customer Service
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
News Corp.
New York, New York
News Corporation, a media and information services company, creates and distributes content for consumers and businesses worldwide. It operates in five segments: News and Information Services, Book Publishing, Digital Real Estate Services, Subscription Video Services, and Other. The company distributes content and data products, including The Wall Street Journal, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, Barron’s, MarketWatch, and DJX through various media channels, such as newspapers, newswires, Websites, mobile device applications, tablets and e-book readers, newsletters, magazines, proprietary databases, live journalism, video, and podcasts. It also owns and operates daily, Sunday, weekly, and bi-weekly newspapers comprising The Australian, The Weekend Australian, The Daily Telegraph, The Sunday Telegraph, Herald Sun, Sunday Herald Sun, The Courier Mail, The Sunday Mail, The Advertiser, The Times, The Sunday Times, The Sun, The Sun on Sunday, and New York Post, as well as digital mastheads and other Websites.
In addition, the company offers home-delivered shopper media that include free-standing inserts and direct mail products; in-store marketing products and services primarily to consumer packaged goods manufacturers; in-store merchandising services; and digital marketing solutions. Further, it publishes general fiction, nonfiction, children’s, and religious books; and provides sports programming content to approximately 200 channels distributed through cable, satellite, and Internet protocol, as well as broadcast rights to live sporting events. Additionally, the company offers property and property-related services on its Websites and mobile applications, as well as residential and commercial property Websites; online real estate services; and professional software and services products, which comprise Top Producer, FiveStreet, and ListHub. News Corporation was incorporated in 2012 and is headquartered in New York, New York.
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IndustryMedia/Entertainment
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No. of Employees28,000
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Website
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Jobs Posted3303
