Location: Remote, US
Customer Service Representative fluent in both English and Spanish
Location of employment: United States
As the initial point of contact for HarperCollins Publishers, the Customer Service Representative plays a crucial role in assisting our customers. With the authority to exercise sound judgement, they are capable of promptly resolving any customer concerns with minimal supervision.
Our aim is for each CSR to exemplify our core values, provide swift and accurate responses to customer inquiries, and develop strong connections with both internal and external contacts.
Duties and Tasks
- Offers support through multiple channels, such as chat, email, phone, and social media, in both English and Spanish.
- Balances multiple tasks while paying close attention to detail and maintaining quality.
- Utilizes available resources, such as macros, FAQs, and knowledge articles, to help users make the most of the product.
- Demonstrates discretion in escalating issues when necessary.
- Identifies opportunities for cross-selling or upselling products and services.
- Provides accurate feedback from customers about products and services.
- Communicates effectively with both internal and external customers, as well as other customer support staff.
- Assists and supports other areas of the business as needed.
- Performs other assigned duties.
Please note that working hours may be flexible and overtime may be required as necessary.
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Eligibility Requirements
- 1+ years of previous experience in customer service is necessary.
- A High School Diploma or equivalent is mandatory, while a Bachelors Degree is preferred.
- Being bilingual in English and Spanish is required, including proficiency in reading, writing, and speaking.
- Prior experience in a call center is preferred.
- Strong communication skills, both verbal and written, are a must, with the ability to communicate effectively over the phone and through chat with internal and external customers.
- Knowledge of Microsoft Office Suite is essential, with technical skills and troubleshooting being preferred.
- Familiarity with products from HarperCollins Publishers and their competitors is preferred.
- Experience using JD Edwards Enterprise One and Microsoft Dynamics CRM is preferred.
- Possessing excellent telephone etiquette is necessary.
- Must have flexibility, attention to detail, and organizational skills.
- Capable of working independently and as part of a team.
- Comfortable in a fast-paced and constantly changing work environment.
- Ability to prioritize and handle multiple tasks at once.
At HarperCollins Publishers, our team is comprised of individuals who have a deep love for books. When you submit an application, we are interested in learning about your reasons for wanting to join our company and what specifically appeals to you about the position. This is why we highly value the inclusion of a cover letter.
The salary range for this role is between $40,000 and $42,000. We understand the importance of attracting top talent to drive our company’s strategy and success. Therefore, we strive to be adaptable in crafting competitive compensation packages in order to attract the best candidates. The range of salary mentioned is our honest approximation of what we believe our ideal candidates will anticipate, and we customize our offers within this range based on the candidate’s qualifications, industry expertise, technical and communication abilities, and any other relevant factors that may arise during the interview stage.
Along with monetary remuneration, the organization offers an all-inclusive and exceedingly competitive benefits plan that encompasses a range of healthcare, retirement and savings, caregiving, mental wellness, transportation, and other benefits. These also include optional benefits that employees can choose based on their individual needs and circumstances, to cater to the diverse workforce.
At HarperCollins Publishers, we provide equal employment opportunities to all individuals without discrimination.
FAQs
What are the job responsibilities of a Customer Service Representative (Bilingual)?
As a bilingual Customer Service Representative at HarperCollins, you will assist customers in English and Spanish via phone, email, and chat. Your duties include addressing customer inquiries, resolving complaints, providing product information, processing orders and payments, and updating customer records. You should have excellent communication and problem-solving skills to provide the best experience for customers.
What are the required qualifications for this role?
The ideal candidate will be fluent in both English and Spanish, either through experience or education. You should have at least one year of customer service experience, preferably in a call center environment.
Proficiency with Microsoft Office and customer relationship management software is also required. Strong technical and troubleshooting abilities, adaptability, and patience will serve you well in this role.
What is the work schedule for this position?
HarperCollins Customer Service Representatives typically work a standard 40-hour week, Monday through Friday. Schedules may include some flexibility, evenings, and weekends to provide coverage during all business hours. As a bilingual representative, your language abilities may determine which shifts you are assigned. Training will take place during normal business hours.
What benefits does HarperCollins offer?
HarperCollins provides a competitive benefits package for full-time employees, including:
- Health, dental and vision insurance
- Paid time off for vacation, sick and personal days
- 401(k) retirement plan with company match
- Employee assistance program
- Discounts on HarperCollins books and products
- Ongoing professional development and training opportunities
HarperCollins is an equal opportunity employer committed to diversity and inclusion. We offer a collaborative, creative environment where you can thrive and grow your career.