Customer Tech Solution Representative - New

Department:            Customer Care Center 

SUMMARY

This position responds to customers by email and phone on behalf of all Customer Care Center (CCC) clients at the Christian Science Publishing Society and The Mother Church.  The incumbent works independently with support from a dynamic team focused on providing customers with a positive and helpful experience that seeks to increase loyalty and appreciation for The Mother Church and products of the CSPS. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides testing / troubleshooting and stays current with technical issues for e-titles and digital products in relation to operating systems, web browsers and device upgrades; develops technical solutions for customers to resolve access or product issues and shares this content for the CCC knowledge base; provides technical support by phone and email and stays current with technical support skills; collaborates with Lead representatives and the management team to provide effective support to customers.

1. Provides first-class customer service on all customer interactions. (70%)
   • • Provides testing/troubleshooting and stays current with technical issues for e-titles and digital products concerning operating systems, web browsers, and device upgrades;
     • Receives direction from the CCC Operations team to develop technical solutions for customers to resolve access or product issues and shares this content for the CCC knowledgebase in providing effective tech support to customers;
   • 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 by 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.
2. Contributes to team oriented work as part of the CCC Team. (20%)
   • 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.
3. 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 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.

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervisor:  CCC Supervisor

Supervises:  None

Regular Contacts
This position regularly interfaces with customers, employees, managers, and other professionals.

JOB REQUIREMENTS

Education/Experience

Bachelor's degree or equivalent professional work experience required.  Additional 2-4 years of work experience with a focus on writing and customer communications preferred. Applicant must be proficient in the use of modern computer technology.

Knowledge/Skills

This position requires strong written and verbal communication skills that can be applied to basic customer service subjects, as well as more technical processes and troubleshooting.  Extensive computer skills with the ability to learn and quickly utilize new systems are necessary.   Knowledge of customer service principles and applications is helpful.

Technology

The incumbent will need to learn and become proficient (through training) with multiple systems, including: SalesForce, Enterprise, CDS Fulfillment systems, iContact, Marketing Cloud, eZ Publish, etc.  Learning other new systems is required.  Google docs familiarity preferred.

Work Environment

This position works in an office environment, but can be supported remotely or onsite.  Position generally requires consistent work schedule during normal business hours.

Engagement with Christian Science

The Mother Church membership required.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.