HarperCollins Publishers

Bilingual Customer Service Lead

Job Locations US-TN-Nashville
Category
Customer Service

Overview

HarperCollins Christian Publishing is seeking a bilingual customer service-oriented individual to fill our open Customer Service Lead position.  This position is in our Nashville, TN (airport area) office.

 

Culture

The HCCP Customer Service team is driven by mission-focused people who relentlessly work as a team to deliver exception service to our retail customers, while holding themselves and their peers accountable to our Core Values.  Our Core Values are  Integrity – Accountability – initiative – Respect – Service.  These are the Core Values our customers recognize and count on for consistent quality service.

 

Company Overview

The world’s leading Christian publisher, HarperCollins Christian Publishing Inc., comprises of both Thomas Nelson and Zondervan publishing groups in addition to Olive Tree Bible Software.  The Company produces bestselling Bibles, inspirational books, academic resources, curriculum, audio and digital content for the Christian market space.  Also home to BibleGateway.com, the world’s largest Christian website, and FaithGateway.com, an online community dedicated to helping people grow in their faith. HarperCollins Christian Publishing is headquartered in Nashville, TN with additional offices in the U.S., Mexico and Brazil.  

 

We consider ourselves an employer of choice by offering competitive wages, 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.

Responsibilities

Essential Responsibilities

  • Providing a high-quality work environment so team members are motivated to perform at their highest level
  • Providing daily direction and communication to a team of 3 International Customer Service Representatives to include hiring, motivating, recognizing, rewarding, coaching, training and problem solving
  • Providing continual evaluation of processes and procedures
  • Be responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Use good judgment in immediate resolution of customer issues with little supervision needed

Qualifications

Ability to effectively read, write and speak both English and Spanish is required

 

    • Strong listening skills; skilled at developing and maintaining effective working relationships
    • Effective verbal and written communication skills both in English and Spanish
    • Customer service experience in a transaction based environment such as a call center or retail location, preferred
    • Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors, preferred
    • Experience with JD Edwards Enterprise One, preferred
  • 3-5 years prior customer service experience, required
  • 2 or more years’ prior supervisory experience, required
  • Experience with international shipping (freight forwarders, brokers, and customs), preferred

 

  • Bachelor’s degree or equivalent work experience, required

HarperCollins Christian Publishing is an Equal Opportunity Employer

 

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