Communications Associate, Language Services (25 hours/week)

Company: Christian Science
Location: Boston
Posted on: February 26, 2021

Job Description:

Communications Associate, Language Services (25 hours/week) You will provide service to customers, members, and Reading Rooms around the world on behalf of The Mother Church and the Christian Science Publishing Society. You must be fluent in English and German to support the customer correspondence that occurs in this work. You will be responsible for analyzing questions and issues, researching answers, and providing solutions from these efforts to customers in a timely, accurate, and loving manner. This role will receive inquiries from the field primarily by telephone, and secondarily by email, mail and in person. Mother Church membership is required. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides first-class customer service on all customer interactions, primarily by phone, and secondarily by email, and in person for both English and non-English correspondence. (70%)
  • Utilizes exceptional communication skills by mirroring and listening, having a solution-oriented approach, and by under promising and over delivering.
  • Masters and leverages knowledge of at least 3-5 complex fulfillment systems to best serve customers.
  • Obtains and utilizes thorough product knowledge 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 informs 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, including contact volume, queues, and waiting times.
  • Shares common goal of fulfilling minimum wait time for phones and response time for all other contacts, exhibiting a sense of urgency about helping the customer.
  • Serves individuals, reading rooms and organizations/groups in the international field-places orders, payments, and handles subscription/product related inquiries.
  • Contributes to team oriented work in a shared-pool environment. (20%)
    • Takes 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.
    • Acquires needed information and communicates customer needs to interested parties. (10%)
      • Utilizes tools available to remain 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 managers through use of Activity Codes and email and phone reports.
        
        STAFF MANAGEMENT AND JOB CONTACTS Reporting Relationships Regular Contacts This position has regular contact with customers, employees, managers, vendors, and other professionals. JOB REQUIREMENTS
        
        Education/Experience A Bachelor's Degree is required. 2 years of customer-related work experience is required. Applicant must be proficient in the use of modern computer technology. Knowledge/Skills
        • Strong written and verbal communication skills are required.
        • An excellent knowledge of customer service principles and applications is required.
        • The ability to speak and understand English and German is required. Fluency in additional languages such as French and Spanish is preferred.
        • Exhibits a sense of urgency about helping the customer.
        • Takes 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. This position would be in a home office if remote or an office setting if on site.-- Engagement with Christian Science Mother Church membership is required. -- 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.

Keywords: Christian Science, Boston , Communications Associate, Language Services (25 hours/week), Other , Boston, Massachusetts