HarperCollins Publishers Customer Service Representative in Grand Rapids, Michigan

The Customer Service Representative is often times the first contact our customer has with HarperCollins Christian Publishing. The Customer Service Representative is empowered to use good judgment in immediate resolution of customer issues with little supervision needed. Our goal is to have each CSR model our Core Values, respond quickly and accurately to customer inquiries and to build relationships with the internal key contacts and external customers.

  • Interact with and assist users via emails, phone calls and/or live chat

  • Identify, research, and resolve issues with HCCP Apps

  • Utilize available resources that can help users get the most from their product, including macros, frequently asked questions, and technical support articles

  • Exercise appropriate discretion in escalating issues

  • Receive and direct input of all Customer and Sales personnel phone orders with the ability to respond to inquiries regarding stock status, discount, shipping methods, and returns,

  • Maintain familiarity with current sales specials and assist Customers with promotional orders

  • Maintain familiarity with product lines to assist Customers in placing orders and provide information on all Bible, book, audio, DVD, HCCP Apps, digital, and Bible Cover publications

  • Understanding of computer applications for information and resolution of Customer needs

  • Provide accurate Customer feedback regarding products and services

  • Communicate effectively with internal and external Customers and Customer support staff

  • Provide assistance/support to other areas of the business

  • Other duties as assigned

NOTE: Flexible working hours and overtime are required as needed

Work Experience:

  • 3-5 years prior customer service experience, required

  • Call center experience, preferred

  • Technical support, preferred

Education:

  • High School Diploma or equivalent, required

  • Bachelor’s Degree, preferred

Industry Knowledge:

  • Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors, preferred

Skills:

  • Experience with a multi-line phone system

  • Excellent telephone etiquette

  • Excellent Customer Service skills

  • Excellent typing and 10 key skills

  • Excellent written and verbal communication skills

  • Computer skills, Microsoft Office

  • Technical aptitude and troubleshooting, preferred

  • Experience with JD Edwards Enterprise One, preferred

Additional Skills:

  • Customer Service Oriented/Service Mentality

  • Flexible

  • Positive attitude

  • Detail oriented/organized

  • Ability to work independently and in a team

  • Ability to work in a fast paced and quickly changing work environment

  • Ability to prioritize and multi task

HarperCollins Christian Publishing is an Equal Opportunity Employer.

External Company Name: HarperCollins Publishers

External Company URL: www.harpercollins.com

Street: 3900 Sparks SE