Harper Collins

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Customer Service Representative - Bilingual

at Harper Collins

Posted: 10/31/2019
Job Reference #: 3137
Keywords: phone

Job Description

  • Job LocationsUS-TN-Nashville | US-MI-Grand Rapids
    Category
    Customer Service
  • 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

    • Execute accurate and timely order entry assuring that all orders details are correct
    • Communicates eloquently and facilitates customer relations through phone calls, email, chat and social media in both English and Spanish
    • Partner with the sales team to meet and exceed customers' service expectations
    • Resolve customer issues by clarifying customer complaints, notifying departments of quality and shipping concerns, and manage credit requests and reorders
    • Function as a liaison between our customers and various company departments
    • 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

    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 email etiquette
    • Excellent Customer Service skills
    • Excellent typing and 10 key skills
    • Excellent written and verbal communication skills in both English and Spanish
    • Strong listening/comprehension skills
    • Computer skills, Microsoft Office
    • Technical aptitude and problem-solving skills preferred
    • Experience with JD Edwards Enterprise One, preferred

    HarperCollins Christian Publishing is an Equal Opportunity Employer