Customer Service Representative

4 months ago

Portland, United States Oregon Catholic Press Full time

Customer Service Representative

WFH Flexible Sales and Customer Success Job Type Full-time Description

**PRIMARY PURPOSE:**

To ensure customer success in utilizing OCP e-commerce sites, subscriptions, online services (liturgy.com, digital libraries, etc.) and resources by providing superior customer support for incoming inquiries, and assisting customers with onboarding to OCP digital platforms to facilitate customers maximal use. This person is integral in providing administrative, billing, and order entry support to the sales team. All work should be performed in a timely, thorough manner according to OCPs standards, and service level agreement parameters, including process, input, response time & deadlines.

**ESSENTIAL DUTIES AND RESPONSIBILITIES:**

* Responds to incoming customer service requests for general support with non-subscription orders, website or digital tool assistance.

* For individual customers calling in via phone, fax, email; identifies the needs and processes orders for OCP products that best address their needs.

* Processes payments, applies credits, and makes account balance adjustments and refunds for incoming customer service requests for assistance.

* Assists with basic reprint permission needs.

* Executes timely referral of Parish and Trade sales leads to assigned Parish Services Associate / Parish Ministry Consultant Sales Team.

* For incoming customer service requests for website assistance, provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.

* Documents pertinent feedback obtained from CSR-related interactions (i.e., customer suggestions, complaints, account changes, and key processing developments) into company systems and tools.

* Performs to Service Level Agreement parameters, including process, input, response time & deadlines.

* Troubleshoots customer reported errors, conducts triage, and diagnoses user training issues, system issues and defects.

* Creates defect reports for IT team with problem re-creation scenarios, when possible.

* For incoming customer service requests for assistance, advocates for the customer until satisfactory conclusion of reported problem.

* Updates Sales and Customer Success Team as needed on status of outstanding and new digital product user issues and developments.

* Participates in development of client training programs by identifying customer learning issues.

* Improves system performance by identifying problems; recommending changes.

* Communicates feedback to Sales and Customer Success Operations Manager on customer needs, attitudes and responses to products and promotions.

* Stays current on OCP products and Services, and participates in all required training and events.

* Demonstrates work habits and interpersonal action that aligns with OCPs Mission, and core values of Passion, Empathy and Humility.

**OTHER DUTIES AND RESPONSIBILITIES:**

* Updates job knowledge by participating in educational opportunities.

* May help identify issues related to websites, network, systems and basic scripting.

* Participates in department, inter-departmental, and company meetings, and represents department in meetings and feedback sessions as needed.

* Provide back up for receptionist as needed.

* Other duties as assigned

Requirements

* Demonstrates the three core values of OCP Humility, Empathy and Passion

* At least 2 years of customer service or technical support experience

* High School diploma plus some college level education preferred, and/or equivalent experience

* Excellent communication abilities including written and interpersonal

* Proficient with web browsers across multiple platforms including: Windows, Apple macs, ipads and smart phones.

* Technical computer skills and knowledge sufficient for troubleshooting service issues across websites, platforms, networks and databases helpful.

* Good attendance record

* Knowledge of music and/or Catholic liturgy preferred

* Bilingual skill (Spanish) preferred

OCP offers opportunities for professionals in a variety of fields. With a work environment designed to celebrate the unique contributions of each individual, OCP also supports its employees with great benefits and opportunities for growthall in a casual, values-driven environment. We think its a great place to be a part of, and we think you will, too. If you align with our mission and have the experience just described, we would love to talk with you.

OCP is an Equal Opportunity Employer that seeks a diverse workforce from all racial, ethnic, and socio-economic backgrounds, and all qualified applicants will receive consideration without regard to any category protected by law. Inquiries are encouraged from candidates who will enrich and contribute to the cultural and ethnic diversity of our organization.

**TO APPLY**: Visit , click on View Current Openings, click on the position title and submit your application along with the requested application materials.

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