Customer and Parish Success Representative

OCP • Lake Oswego, OR

10d

About The Position

The Customer and Parish Success Representative helps ensure customer success, maximize product adoption, and support revenue retention for OCP products and services. The role provides responsive support across account types within a customer success model, balancing inbound service with light proactive engagement so customers are supported and effectively using OCP resources.

OCP is a self-supporting, non-profit Catholic publishing company that strives to help people encounter God and His love through music and liturgical resources. OCP values Empathy, Humility, and Passion in its teammates and offers benefits and opportunities for growth.

The representative responds to customer inquiries, supports assigned accounts, guides customers in using products and digital platforms, processes account-related requests, and maintains accurate CRM records. The role also supports assigned focus areas, team coverage during peak periods, training, and process improvement initiatives.

Requirements

• 1–3+ years in customer service, sales support, or customer success, or equivalent experience.
• Demonstrates OCP’s core values of Humility, Empathy, and Passion.
• Strong customer service and communication skills.
• Ability to manage multiple tasks accurately in a fast-paced environment.
• Basic consultative support and customer needs assessment skills.
• Comfort with CRM systems and digital tools.
• Strong attention to detail and organizational skills.
• Ability to follow established processes and collaborate effectively.

Nice To Haves

• Bilingual Spanish skill preferred.

Responsibilities

• Respond to inquiries about orders, billing, subscriptions, website navigation, and product usage.
• Provide immediate assistance on inbound calls and emails, resolving transactional and simple issues.
• Follow the “Help First, Route Smartly” model by resolving issues directly when possible, identifying complex or decision-based needs, and routing those needs to the appropriate specialist.
• Avoid unnecessary transfers and provide a smooth customer experience.
• Troubleshoot common issues and escalate complex concerns appropriately.
• Build and maintain positive customer relationships by phone and email.
• Support assigned accounts, as applicable, to promote satisfaction and retention.
• Reinforce product value through natural conversation.
• Identify signals of customer risk, change, or opportunity and ensure appropriate follow-up.
• Maintain accurate CRM records, including key contacts and activity tracking.
• Support onboarding to digital platforms, missals, and hymnals.
• Provide simple, helpful guidance that reinforces product usage.
• Identify opportunities for deeper product use and connect customers with appropriate resources.
• Accurately process orders, account updates, samples, and billing requests.
• Support seasonal initiatives such as subscription reviews and product transitions.
• Follow established service standards, workflows, and escalation procedures.
• Log CRM interactions, including case type, handling type, and outcome.
• Capture and maintain contact and decision-maker information.
• Document customer feedback and recurring issues.
• Support assigned focus areas, such as digital support, Spanish support, returns, or high-volume processing.
• Assist with team coverage during peak periods.
• Participate in training and process improvement initiatives.
• Perform other duties as assigned.

Benefits

• Medical insurance with a zero deductible and 90 percent premium coverage for employees and eligible dependents.
• Dental insurance.
• Vision insurance.
• Flexible spending plans.
• Life and long-term disability plans.
• 403(b) retirement plan with employer contributions.
• Generous paid time off accruals.
• 12–14 paid holidays annually.
• Opportunities for growth.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed