The Customer Service Representative is often the first contact our customer has with HarperCollins Publishers. 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 internal key contacts and external customers.

• Provides Omnichannel support, including customer chat support, answering email inquiries and phone calls, and responding to Social Media messages in both English and Spanish.
• Multitasks while maintaining attention to detail and quality.
• Utilizes available resources to help users get the most from their product, including macros, frequently asked questions, and knowledge articles.
• Exercises appropriate discretion in escalating issues when necessary.
• Seeks opportunities to cross-sell or upsell products and services.
• Provides accurate customer feedback regarding products and services.
• Communicates effectively with internal and external customers and customer support staff.
• Provides assistance and support to other areas of the business as needed.
• Other duties as assigned.

 NOTE: Flexible working hours and overtime are required as needed.

• 1+ years of prior customer service experience, required
• High School Diploma or equivalent, required; Bachelor’s Degree, preferred
• Bilingual (English/Spanish), required (reading, writing, and speaking)
• Call center experience, preferred
• Must possess strong verbal and written communication skills; comfortable communicating via phone and chat with both internal and external customers
• Proficient in the Microsoft Office Suite; technical aptitude and troubleshooting, preferred
• Working knowledge of HarperCollins Publishers’ products, as well as that of competitors, preferred
• Experience with JD Edwards Enterprise One and Microsoft Dynamics CRM, preferred
• Excellent telephone etiquette
• Must be flexible, detail oriented, and organized
• Ability to work independently and as part of a team
• Ability to work in a fast paced and quickly changing work environment
• Ability to prioritize and multitask

HarperCollins Publishers is a company full of people who are passionate about books. When you apply for a position, we want to know why you want to work here, and why you are interested in the job. That’s why cover letters are strongly preferred.

The salary range for this position is $40,000-$42,000. We recognize that attracting the best talent is key to our strategy and success as a company.  As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.  

In addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.        

HarperCollins Publishers is an equal opportunity employer.