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Qualifications
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You must be fluent in reading, writing and speaking English and at least one other language (French or Spanish)
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Experience with writing and customer communications is important, as well as proficiency in the use of modern computer technology
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Strong written and verbal communication skills are required, along with an excellent knowledge of customer service principles and applications
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Ability to take proactive action in a quick-paced, fluid work environment
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Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change
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Basic familiarity with the offerings of The Mother Church and the Christian Science Publishing Society is required
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Strong technical abilities using and managing multiple web browsers, programs, and systems concurrently on a Windows-based computer is required
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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
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Proficiency with Google Workspace, Microsoft Office, and various file types such as PDFs, images, and audio files is required
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Familiarity with basic navigation and settings on mobile devices including phones and tablets is required
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Engagement with Christian Science
Responsibilities
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You will provide services in English and at least one other language on behalf of The Mother Church (TMC) and the Christian Science Publishing Society (CSPS)
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Representatives receive inquiries via phone, email and mail; analyze questions and issues; research answers; and provide solutions and information to customers
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You will work independently to ensure all interactions are handled in a timely, accurate, and loving manner
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Provides first-class customer service on all customer interactions
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Processes and responds to emails and calls in an efficient manner, improving daily volume and quality with training and experience;
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Sends out most email responses without review;
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Calls customers as needed to convey information and assist with basic troubleshooting and site navigation;
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Provides support for calls from Reading Rooms, customers and members requiring help with ordering and other business needs;
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Uses exceptional communication skills by mirroring and listening, having a solution-oriented approach, and by under-promising and over-delivering
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Handles technical questions related to cookies, login issues, issues on mobile devices, eReaders, video webcasts, podcasts, etc
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Comfortable handling questions for both Mac and PC computers
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Reads and understands subscription and product accounts and conveys the necessary information to customers, handling transactions as required;
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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
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Masters and leverages knowledge of 3-5 complex fulfillment systems to best serve customers;
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Familiarizes self with all of the self-service and account management portals available to subscribers;
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Transacts all orders accurately and efficiently;
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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;
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Thrives in an atmosphere of problem-solving and assisting customers with their desire to access content
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Supports the foreign language services of the department
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Serves individuals, reading rooms and organizations/groups in the international field:
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Places orders, processes payments and handles subscription/product related inquiries
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Works closely with the International Services department, supporting the Literature Assistance Program:
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Assists with translations and inbound/outbound phone calls:
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Troubleshoots and resolves delivery and order issues:
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Clarifies program processes and practices
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Serves as liaison with the Office of Language Services department:
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Processes and facilitates CCC email translation requests;
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Ensures translated communication with OLS, clients and customers are clear, accurate and properly formatted;
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Reviews receipts provided by OLS for translators’ work regarding these requests
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Contributes to team oriented work as part of the CCC Team
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Takes proactive action in a quick-paced, fluid work environment
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Proactively works to improve processes;
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Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change
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Acquires needed information and communicates customer needs to interested parties
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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 latest information, and keeping resource materials organized and easily accessible;
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Provides regular customer feedback to CCC Leadership;
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Completes other projects as needed in support of TMC and CSPS