Customer Service Representative (Bilingual)

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Customer Service Representative (Bilingual)

Customer Service Representative (Bilingual)

    April 1, 2021    By admin

  •   Full Time
  •   Nashville, TN
  •   

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
  • 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

To apply for this job please visit careers-harpercollins.icims.com.

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