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Service Excellence Representative

2 months ago

Portland, Oregon, United States Oregon Catholic Press Full time

Position Title: Customer Service Representative

Job Type: Full-time, Remote Work Flexibility

PRIMARY OBJECTIVE:

The primary goal of this role is to ensure client satisfaction while utilizing OCP's e-commerce platforms, subscriptions, and digital resources. This position is crucial in delivering exceptional customer support for incoming inquiries and assisting clients in navigating OCP's digital services for optimal utilization. The representative will also provide essential administrative, billing, and order processing support to the sales team, ensuring all tasks are completed promptly and in accordance with OCP's standards and service level agreements.

KEY RESPONSIBILITIES:

  1. Address incoming customer service inquiries related to general support for non-subscription orders and digital tool assistance.
  2. For individual clients reaching out via phone, fax, or email, assess their needs and process orders for OCP products that best suit their requirements.
  3. Handle payment processing, apply credits, and adjust account balances as needed for customer service requests.
  4. Assist with basic reprint permissions as required.
  5. Timely refer Parish and Trade sales leads to the designated Parish Services Associate or Parish Ministry Consultant Sales Team.
  6. Provide solutions for website assistance inquiries by identifying issues, researching solutions, and guiding clients through corrective actions.
  7. Document valuable feedback from customer interactions, including suggestions, complaints, and account modifications, into company systems.
  8. Adhere to Service Level Agreement parameters, ensuring timely processing and response.
  9. Troubleshoot customer-reported issues, conduct assessments, and diagnose training or system-related problems.
  10. Create detailed defect reports for the IT team, including problem recreation scenarios when feasible.
  11. Advocate for customers until their reported issues are satisfactorily resolved.
  12. Keep the Sales and Customer Success Team updated on the status of ongoing and new digital product user issues.
  13. Contribute to the development of client training programs by identifying learning challenges.
  14. Enhance system performance by identifying issues and recommending improvements.
  15. Communicate customer feedback to the Sales and Customer Success Operations Manager regarding product and promotion responses.
  16. Stay informed about OCP products and services, participating in all required training and events.
  17. Exhibit work habits and interpersonal skills 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 company meetings, representing the department as needed.
  4. Provide backup support for reception duties as required.
  5. Perform other assigned duties as necessary.

QUALIFICATIONS:

  • Demonstrate the core values of OCP: 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.
  • Excellent written and verbal communication skills.
  • Proficient in using web browsers across various platforms, including Windows and Apple devices.
  • Technical skills sufficient for troubleshooting service issues across websites and databases.
  • Strong attendance record.
  • Knowledge of music and/or Catholic liturgy is a plus.
  • Bilingual skills (Spanish) are preferred.

OCP values the unique contributions of each individual and offers opportunities for professional growth in a supportive environment. We encourage candidates who can enhance the cultural and ethnic diversity of our organization to apply.

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