Customer Service Representative II / Executive Assistant - New
Customer Service Representative II / Executive Assistant - New
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Job Description
Department: Customer Care Center/Fulfillment
SUMMARY
The Customer Service Representative II / Executive Assistant serves the dual purpose of providing customer service on behalf of The Mother Church (TMC) and the Christian Science Publishing Society (CSPS) while also providing executive and administrative support to the department. In the CSR II role this person will 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. As the department Executive Assistant this position provides administrative support to the Fulfillment and Customer Support Director the Fulfillment Department and the Customer Care Center. The role requires strong administrative verbal and written communication skills initiative flexibility confidentiality and a robust ability to actively support and nurture a wide range of colleagues in fulfilling the mission of the Church.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides first-class customer service on all customer interactions. (40%)
- Processes and responds to emails and calls efficiently 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 PCs.
- 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 oneself 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.
- Contributes to team-oriented work as part of the CCC Team. (5%)
- 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. (5%)
- 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.
- Provides Executive Support to the Fulfillment and Customer Support Director and department staff (50%)
- Manages the calendar and schedule for the Fulfillment and Customer Support Director and department calendars where appropriate to ensure the best use of time and resources
- Arranges travel for the Fulfillment and Customer Support Director and staff as needed
- Manages on-site events such as staff retreats and meetings
- Supports the Fulfillment and Customer Support Director by providing appropriate information and documentation for meetings and correspondence with staff clients and vendors
- Drafts correspondence and memos and proofreads documents to ensure correspondence is professional accurate and timely
- Handles mail received at the offices of the Church
- Coordinates org-wide technology requirements and changes for the department
- Coordinates department-based facility needs and processes
- Creates and distributes reports as needed by the departments
- Maintains filing; coordinates file archiving and inventory
STAFF MANAGEMENT AND JOB CONTACTS
Reporting Relationships
Supervisor: CCC Supervisor with dotted line reporting to the Fulfillment and Customer Support Director
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 at least two years of professional work experience are required. 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 are required along with an excellent knowledge of customer service principles and applications. 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 using and managing multiple web browsers programs and systems concurrently on a Windows-based computer is required along with experience with Google Workspace/G-Suite.. The incumbent must possess a working knowledge and facility with current office software for calendars documents spreadsheets presentations databases and technology as well as demonstrate a technical problem-solving thought process. 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
Preference for onsite work in Boston but may possibly work remotely with periodic visits to the Boston office as needed. Please note: This position cannot be performed remotely from Colorado at this time due to local job posting requirements.
Engagement with Christian Science
Mother Church membership is preferred.
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
Employment Type
Full-Time
