Customer Service Representative II

Department:    Customer Care Center

SUMMARY

This position provides service on behalf of The Mother Church (TMC) and the Christian Science Publishing Society (CSPS).  Representatives receive inquiries via phone, email, and mail; analyze questions and issues; research answers; and provide solutions and information to customers.  The incumbent works independently to ensure all interactions are handled in a timely, accurate, and loving manner and provides backup to CCC Leads and Supervisors. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides first-class customer service on all customer interactions. (70%)
   • Processes and responds to emails and calls in an efficient manner, improving daily volume and quality with training and experience;
   • Sends out most email responses without review;
   • Calls customers as needed to convey information and assist with basic troubleshooting and site navigation;
   • Provides support for calls from Reading Rooms, customers, and members requiring help with ordering and other business needs;
   • Uses exceptional communication skills by mirroring and listening, having a solution-oriented approach, and under-promising and over-delivering.
   • Handles technical questions related to cookies, login issues, issues on mobile devices, eReaders, video webcasts, podcasts, etc. Comfortable handling questions for both Mac and PC computers. 
   • Reads and understands subscription and product accounts and conveys the necessary information to customers, handling transactions as required;
   • Obtains and uses thorough product and organizational knowledge about TMC & CSPS – including ready access to information about Church, Library, and CSPS events and resources – and integrates this information into communications that inform and up-sell to customers.
   • Masters and leverages knowledge of 3-5 complex fulfillment systems to best serve customers;
   • Familiarizes self with all of the self-service and account management portals available to subscribers;
   • Transacts all orders accurately and efficiently;
   • Is aware of and responsive to customer service levels for calls and emails, including contact volume, queues, and wait times, exhibiting a sense of urgency about helping the customer.
2. Contributes to team-oriented work as part of the CCC Team. (20%)
   • Takes proactive action in a quick-paced, fluid work environment.
   • Proactively works to improve processes;
   • Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change.
   • Provides back-up to CCC Leads and Supervisors as needed.
3. Acquires needed information and communicates customer needs to interested parties.  (10%)
   • Uses tools available to stay up-to-date on information, policies, and offers by attending and participating in update training meetings, visiting TMC/CSPS Websites regularly for the latest information, and keeping resource materials organized and easily accessible;
   • Provides regular customer feedback to CCC Leadership;
   • Completes other projects as needed in support of TMC and CSPS.

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervisor:    CCC Supervisor

Supervises:    None

Regular Contacts

This position has regular contact with customers, clients, employees, managers, vendors, and other professionals.

JOB REQUIREMENTS

Education/Experience

A college degree and two years of work experience are required, including six months in the CCC or equivalent. Experience with writing and customer communications is important, as well as proficiency in the use of modern computer technology.

Knowledge/Skills

Strong written and verbal communication skills and an excellent knowledge of customer service principles and applications are required.  Ability to take proactive action in a quick-paced, fluid work environment.  Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change.  Basic familiarity with the offerings of The Mother Church and the Christian Science Publishing Society is required.

Technology Skills

Strong technical abilities are required to use and manage multiple web browsers, programs, and systems concurrently on a Windows-based computer.  The incumbent will need to learn and become proficient with multiple systems, including Salesforce, Enterprise, CDS Fulfillment systems, Big Commerce, Salesforce Marketing Cloud, Amazon Cognito, and eZPublish.  Willingness to learn new systems and adapt to new technologies is required.  Proficiency with Google Workspace, Microsoft Office, and various file types such as PDFs, images, and audio files is required. Familiarity with basic navigation and settings on mobile devices including phones and tablets is required.

Work Environment

While regular in-office work at The Mother Church in Boston, MA is strongly preferred, this position may be performed remotely for up to one year.

Engagement with Christian Science

Mother Church membership is required.

Pay range: $ $38.32 hourly  

The pay ranges disclosed in our job postings are the compensation ranges the Church reasonably and in good faith expects to pay for a given position at the time of posting.

The offered salary will be determined by factors such as the applicant's relevant education, experience, knowledge, skills, abilities; and benchmarking, work location, and internal equity.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.