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Customer Engagement Associate

2 months ago

Portland, Oregon, United States Oregon Catholic Press Full time

Position Title: Customer Service Representative

Job Type: Full-time, Work From Home Flexible

PRIMARY OBJECTIVE:

The primary goal of this role is to guarantee customer satisfaction while utilizing OCP's e-commerce platforms, subscriptions, and digital resources. This position is crucial in delivering exceptional customer assistance for incoming inquiries and aiding customers in their onboarding process to OCP's digital services, ensuring they maximize their usage. Additionally, this role provides essential administrative, billing, and order entry support to the sales team, adhering to OCP's standards and service level agreements regarding process, input, response time, and deadlines.

KEY RESPONSIBILITIES:

  1. Address incoming customer service inquiries related to general support for non-subscription orders and digital tool assistance.
  2. For individual customers reaching out via various communication channels, assess their needs and process orders for OCP products that best meet those needs.
  3. Handle payment processing, apply credits, and make necessary adjustments or refunds for customer service requests.
  4. Assist with basic reprint permission inquiries.
  5. Timely refer Parish and Trade sales leads to the designated Parish Services Associate or Parish Ministry Consultant Sales Team.
  6. Provide website assistance by identifying client issues, researching solutions, and guiding clients through corrective actions.
  7. Document relevant feedback from customer service interactions, including suggestions, complaints, and account changes, into company systems.
  8. Ensure compliance with Service Level Agreement parameters, including process, input, response time, and deadlines.
  9. Troubleshoot customer-reported issues, conducting diagnostics for user training challenges, system errors, and defects.
  10. Create defect reports for the IT team, detailing problem recreation scenarios when applicable.
  11. Advocate for customers until satisfactory resolution of reported issues.
  12. Update the Sales and Customer Success Team on the status of outstanding and new digital product user issues.
  13. Contribute to the development of client training programs by identifying customer learning needs.
  14. Enhance system performance by identifying issues and recommending improvements.
  15. Communicate customer feedback to the Sales and Customer Success Operations Manager regarding needs and responses to products and promotions.
  16. Stay informed about OCP products and services, participating in all required training and events.
  17. Exhibit work habits and interpersonal interactions that align with OCP's mission and core values of Passion, Empathy, and Humility.

ADDITIONAL RESPONSIBILITIES:

  1. Enhance job knowledge through participation in educational opportunities.
  2. Assist in identifying issues related to websites, networks, systems, and basic scripting.
  3. Participate in departmental and inter-departmental meetings, representing the department as needed.
  4. Provide backup support for reception duties as required.
  5. Perform other duties as assigned.

QUALIFICATIONS:

  • Demonstrated commitment to OCP's core values: Humility, Empathy, and Passion.
  • Minimum of 2 years of experience in customer service or technical support.
  • High School diploma with some college education preferred, or equivalent experience.
  • Exceptional communication skills, both written and verbal.
  • Proficient in using web browsers across various platforms, including Windows, Apple devices, and smartphones.
  • Technical skills sufficient for troubleshooting service issues across websites and databases.
  • Strong attendance record.
  • Knowledge of music and/or Catholic liturgy is preferred.
  • Bilingual skills (Spanish) are a plus.

OCP is committed to fostering a diverse workforce and encourages inquiries from candidates who will contribute to the cultural and ethnic diversity of our organization.

APPLICATION PROCESS: Interested candidates are encouraged to visit our website to view current openings and submit their applications along with the requested materials.