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Customer Service Representative
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Customer Service Representative
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Customer Service Representative
2 months ago
We are seeking a highly skilled Customer Service Representative to join our team at Oregon Catholic Press. As a key member of our customer success team, you will be responsible for providing exceptional support to our customers, ensuring their success in utilizing our digital platforms and resources.
Key Responsibilities- Respond to customer inquiries and provide timely, thorough support for non-subscription orders, website, and digital tool assistance.
- Process payments, apply credits, and make account balance adjustments and refunds for customer service requests.
- Assist with basic reprint permission needs and execute timely referral of Parish and Trade sales leads to assigned Parish Services Associate/Parish Ministry Consultant Sales Team.
- Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps for website assistance.
- Document pertinent feedback obtained from CSR-related interactions into company systems and tools.
- Troubleshoot customer-reported errors, conduct triage, and diagnose user training issues, system issues, and defects.
- Create defect reports for the IT team with problem re-creation scenarios, when possible.
- Advocate for the customer until satisfactory conclusion of reported problems.
- Update Sales and Customer Success Team as needed on status of outstanding and new digital product user issues and developments.
- Participate in development of client training programs by identifying customer learning issues.
- Improve system performance by identifying problems and recommending changes.
- Communicate feedback to Sales and Customer Success Operations Manager on customer needs, attitudes, and responses to products and promotions.
- Demonstrate 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 smartphones.
- 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.
