Job Description
TO APPLY: Visit click on View Current Openings, click on the position title and submit your application along with the requested application materials.
NOTE: This position is part-time, 20-hour per week (Monday-Friday 12pm-4pm). This job may be performed remotely, but candidates will ideally be located in the Portland metro area.
WHO WE ARE
OCP is a self-supporting, not-for-profit Catholic publishing company striving to help people encounter God and His love through music and liturgical resources. At OCP, we value Empathy, Humility, and Passion in our teammates. We also support our employees with great benefits and opportunities for growth. We think it's a great place to be a part of, and we think you will, too. If you align with our mission and have the experiences described below, we would love to hear from you.
PRIMARY PURPOSE
To ensure customer success in utilizing OCP e-commerce sites, subscriptions, online services (liturgy.com, digital libraries, etc.) and resources by providing superior customer support for incoming inquiries and assisting customers with onboarding to OCP digital platforms to facilitate customer's maximal use. This person is integral in providing administrative, billing, and order entry support to the sales team. All work should be performed in a timely, thorough manner according to OCP's standards, and service level agreement parameters.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responds to incoming customer service requests for general support with orders, website or digital tool assistance.
Processes payments, applies credits, and makes account balance adjustments and refunds for incoming customer service requests for assistance.
Assists with basic reprint permission needs.
For incoming customer service requests for website assistance, provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
Documents pertinent feedback obtained from CSR-related interactions (i.e., customer suggestions, complaints, account changes, and key processing developments) into company systems and tools.
Performs to Service Level Agreement parameters, including process, input, response time & deadlines.
Troubleshoots customer reported errors, conducts triage, and diagnoses user training issues, system issues and defects.
Creates defect reports for IT team with problem re-creation scenarios, when possible.
For incoming customer service requests for assistance, advocates for the customer until satisfactory conclusion of reported problem.
Updates Sales and Customer Success Team as needed on status of outstanding and new digital product user issues and developments.
Participates in development of client training programs by identifying customer learning issues.
Improves system performance by identifying problems; recommending changes.
Communicates feedback to Sales and Customer Success Operations Manager on customer needs, attitudes and responses to products and promotions.
Stays current on OCP products and Services and participates in all required training and events.
Demonstrates work habits and interpersonal action that aligns with OCP's Mission, and core values of Humility, Empathy and Passion.
Participate in various internal projects.
OTHER DUTIES AND RESPONSIBILITIES
Updates job knowledge by participating in educational opportunities.
May help identify issues related to websites, network, systems and basic scripting.
Participates in department, inter-departmental, and company meetings, and represents department in meetings and feedback sessions as needed.
Performs other duties as assigned.
Requirements
MINIMUM QUALIFICATIONS AND EXPERIENCE
Demonstrates the three core values of OCP - Humility, Empathy and Passion
At least 2 years of customer service or technical support experience
High School diploma
Excellent communication abilities including written and interpersonal
Proficient with web browsers across multiple platforms including: Windows, Apple macs, iPad and smart phones.
Technical computer skills and knowledge sufficient for troubleshooting service issues across websites, platforms, networks and databases helpful.
Good attendance record
PREFERRED QUALIFICATIONS & EXPERIENCE
Some college level education preferred, and/or equivalent experience
Knowledge of music and/or Catholic liturgy preferred
Bilingual skill (Spanish) preferred
COMPENSATION & BENEFITS
Estimated starting pay range between $19.45-$20.88 per hour, depending on qualifications and experience.
OCP has an outstanding benefits package to care for our employees and their families, including:
- Opportunity for medical insurance for employees and eligible dependents with a zero in-network deductible and $10 copays
- Dental, vision, flexible spending, and life/long-term disability plans
- 403(b) retirement plan with employer contributions
- Generous paid time off accruals and additional 12-14 paid holidays annually
OCP is an Equal Opportunity Employer that seeks a diverse workforce from all racial, ethnic, and socio-economic backgrounds, and all qualified applicants will receive consideration without regard to any category protected by law. Inquiries are encouraged from candidates who will enrich and contribute to the cultural and ethnic diversity of our organization.
TO APPLY: Visit click on View Current Openings, click on the position title and submit your application along with the requested application materials.
Job Tags
Hourly pay, Holiday work, Full time, Part time, Remote job, Flexible hours, Monday to Friday,