Customer Service Representative II

Department : Customer Care Center

SUMMARY

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.

ESSENTIAL DUTIES AND 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;

Takes proactive action in a quick-paced fluid work environment.

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;

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervisor : CCC Supervisor

Supervises : None

Regular Contacts

This position has regular contact with customers clients employees managers vendors and other professionals.

JOB REQUIREMENTS

Education / Experience

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.

Knowledge / Skills

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.

Technology Skills

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.

Work Environment

While regular in-office work at The Mother Church in Boston MA is strongly preferred this position may be performed remotely for up to one year.

Engagement with Christian Science

Mother Church membership is required.

Pay range : $29.48 - $38.32 hourly

The pay ranges disclosed in our job postings are the compensation ranges the Church reasonably and in good faith expects to pay for a given position at the time of posting.

The offered salary will be determined by factors such as the applicants relevant education experience knowledge skills abilities; and benchmarking work location and internal equity.

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.

Required Experience :

Unclear Seniority

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1

Hourly Salary Salary : 29 - 38