Overview

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.

Responsibilities

Provides Omnichannel support, including customer chat support, answering email inquiries and phone calls, and responding to Social Media messages.

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.

Understanding of computer applications for information and resolution of customer needs.

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.

Other duties as assigned.

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

Qualifications

1-3 years prior customer service experience, required

High School Diploma or equivalent, required; Bachelor’s Degree, preferred

Call Center / Customer Care 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

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 multi task

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.

Job Locations US

Category Customer Service

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

EEO / AA / M / F / Disabled / Vets

Last updated : 2024-04-28