Customer Service Representative II

Christian Science • Boston, MA

2d • $29 - $38 • Remote

About The Position

This position provides service on behalf of The Mother Church (TMC) and the Christian Science Publishing Society (CSPS). Representatives receive inquiries via phone, email, and mail; analyze questions and issues; research answers; and provide solutions and information to customers. The incumbent works independently to ensure all interactions are handled in a timely, accurate, and loving manner and provides backup to CCC Leads and Supervisors.

Requirements

• A college degree and two years of work experience are required, including six months in the CCC or equivalent.
• Experience with writing and customer communications is important, as well as proficiency in the use of modern computer technology.
• Strong written and verbal communication skills and an excellent knowledge of customer service principles and applications are required.
• Ability to take proactive action in a quick-paced, fluid work environment.
• Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change.
• Basic familiarity with the offerings of The Mother Church and the Christian Science Publishing Society is required.
• Strong technical abilities are required to use and manage multiple web browsers, programs, and systems concurrently on a Windows-based computer.
• 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.
• Proficiency with Google Workspace, Microsoft Office, and various file types such as PDFs, images, and audio files is required.
• Familiarity with basic navigation and settings on mobile devices including phones and tablets is required.
• Engagement with Christian Science Mother Church membership is required.

Responsibilities

• Provides first-class customer service on all customer interactions. (70%)
• Processes and responds to emails and calls in an efficient manner, improving daily volume and quality with training and experience
• Sends out most email responses without review
• Calls customers as needed to convey information and assist with basic troubleshooting and site navigation
• Provides support for calls from Reading Rooms, customers, and members requiring help with ordering and other business needs
• Uses exceptional communication skills by mirroring and listening, having a solution-oriented approach, and under-promising and over-delivering.
• Handles technical questions related to cookies, login issues, issues on mobile devices, eReaders, video webcasts, podcasts, etc. Comfortable handling questions for both Mac and PC computers.
• Reads and understands subscription and product accounts and conveys the necessary information to customers, handling transactions as required
• 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.
• Masters and leverages knowledge of 3-5 complex fulfillment systems to best serve customers
• Familiarizes self with all of the self-service and account management portals available to subscribers
• Transacts all orders accurately and efficiently
• 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.
• Takes proactive action in a quick-paced, fluid work environment.
• Proactively works to improve processes
• Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change.
• Provides back-up to CCC Leads and Supervisors as needed.
• Acquires needed information and communicates customer needs to interested parties. (10%)
• 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 the latest information, and keeping resource materials organized and easily accessible
• Provides regular customer feedback to CCC Leadership
• Completes other projects as needed in support of TMC and CSPS.
• Contributes to team-oriented work as part of the CCC Team. (20%)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level