Remote Customer Service Representative Job with HarperCollins Publishers – $40-42k/year

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by Chris Durst, April 12, 2024

HarperCollins Publishers has posted a Remote Customer Service Representative position on their careers page.

The publishing giant needs someone with 1-3 years of customer service experience, excellent phone etiquette and Microsoft Office proficiency.

In this role, you will provide Omni-Channel support via chat, email, phone and social media messaging.

The salary range for this position is $40,000 – $42,000 per year.

The company also offers a comprehensive benefits packet.

United States hiring and no state hiring exceptions are noted in the job posting.

Here is an excerpt from the HarperCollins job posting:

Our Customer Service Representative is often the first point of contact our customer has with HarperCollins Publishers. The Customer Service Representative has the authority to use good judgment to promptly resolve customer issues with minimal supervision required. Our goal is to have each CSR model our core values, respond quickly and accurately to customer inquiries, and build relationships with internal key contacts and external customers.

Responsibilities

• Provides omni-channel support, including customer chat support, answering email and phone inquiries, and responding to social media messages.
• Multitask while maintaining attention to detail and quality.
• Uses available resources to help users get the most out of their product, including macros, FAQs, and knowledge articles.
• Exercises appropriate discretion in escalating issues when necessary.
• Looks for opportunities to cross or upsell products and services.
• Understanding IT applications to inform and resolve customer needs.
• Provides accurate customer feedback on 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 work hours required and overtime as needed.

Qualifications

• 1-3 years experience in customer service required
• High School Diploma or equivalent required. Bachelor’s degree preferred
• Call center/Customer Service Center experience preferred
• Must possess strong verbal and written communication skills. comfortable communicating via phone and chat with both internal and external customers
• Get to know the Microsoft Office suite. technical ability and troubleshooting, preferred
• Working knowledge of HarperCollins Publishers products, as well as those of competitors, preferred
• Experience with JD Edwards Enterprise One and Microsoft Dynamics CRM, 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 rapidly changing work environment
• Ability to prioritize and multitask

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 is 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 salary range listed represents our good faith estimate of what our ideal candidates are likely to expect, and we adjust 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, care, emotional well-being, transportation and other benefits, including “elective” benefits that employees can choose to to better match the needs and personal situations of our diverse workforce.

HOW TO APPLY

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