HarperCollins Publishers

Bilingual (Spanish/English) Customer Service Representative

US-TN-Nashville
Category
Customer Service

Overview

Ven y únete al increíble equipo de Servicio al Cliente de HarperCollins Christian Publishing. En HCCP hacemos las cosas de manera diferente a cualquier otro centro de llamadas. Disponemos de unos Valores Fundamentales que seguimos y verás en funcionamiento cada día de trabajo en HCCP. Nuestros Valores Fundamentales son: Integridad, Responsabilidad, Iniciativa, Respeto y Servicio. Nuestros empleados siguen con pasión nuestra misión y valores. Nos consideramos un empleador preferido por nuestra oferta de salarios competitivos, un programa de vacaciones y tiempo personal muy generoso, diez días festivos pagados, un programa de beneficios robusto con un coste mínimo para el empleado, plan 401k y tiempo libre remunerado para el servicio comunitario. Si quieres trabajar para una compañía de publicaciones cristiana líder, considera aplicar para la posición de Representante de Servicio al Cliente Bilingüe. Nos encontramos cerca del aeropuerto de Nashville.

El Representante de Servicio al Cliente es, a menudo, el primer frente de contacto que nuestros clientes tienen con HarperCollins Christian Publishing. El Representante de Servicio al Cliente tiene la iniciativa de utilizar buen juicio en la resolución inmediata de asuntos del cliente con poca supervisión. Nuestra meta es que el RSC modele nuestros Valores Fundamentales, responda con rapidez y precisión a las consultas del cliente y que fomente relaciones con los contactos internos importantes y la clientela externa.

 

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Come join an exciting customer service team at HarperCollins Christian Publishing.  At HCCP we do things a little different than other call centers.  We have a set of Core Values that we follow and you’ll see in action each day while working at HCCP.  Our Core Values are: Integrity, Accountability, Initiative, Respect and Service.  Our employees have a passion for our mission and values.  We consider ourselves an employer of choice by offering competitive wages ($18 per hour), a very generous vacation and personal time package, 10 paid holidays, a robust benefit package where your cost is minimal, 401k plan, and paid time off to serve in the community.  If you want to work for the leading Christian Publishing company, please consider applying for our open Bilingual Customer Service Representative position.  The HCCP office is located in the Nashville airport area.

 

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.

 

Responsibilities

Essential Responsibilities:

  • Receive, analyze, and resolve all phone inquiries and/or issues from Customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
  • 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, returns issues, and promotions
  • Process fax, email, and written mail within 24 hours, inquiries and correspondence as assigned within 48 hours
  • Process markdowns and Point of Sale (POS) credits as approved by Sales
  • Process return requests
  • 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, digital, and Bible Cover publications
  • Route new account requests
  • Research chargeback claims, provide Proof of Deliveries (POD), etc.
  • Manage backorder maintenance and generate pick-up tags for returns
  • 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
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NOTE:   Flexible working hours and overtime are required as needed

Qualifications

Knowledge

 

Work Experience:

  • 3-5 years prior customer service experience, required
  • Call center experience, 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:

  • Bilingual (English/Spanish), required (reading, writing, and speaking)
  • 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 in both English and Spanish
  • Computer skills, Microsoft Office
  • Technical aptitude and troubleshooting, preferred
  • Experience with JD Edwards Enterprise One, preferred

Personal Characteristics:

  • 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

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