Customer and Parish Success Representative

Description

PRIMARY PURPOSE 

To ensure customer success, maximize product adoption, and support revenue retention for OCP products and services. This role provides responsive support across all account types and operates within a customer success model, balancing inbound service with light proactive engagement to ensure customers are supported and effectively using OCP resources.

WHO WE ARE

OCP is a self-supporting, non-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 are interested in joining our team and have the experiences described below, we would love to hear from you.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Customer Support & Interaction Handling

• Respond to customer inquiries related to orders, billing, subscriptions, website navigation, and product usage 

• Provide immediate assistance on inbound calls and emails, resolving transactional and simple issues 

• Apply the “Help First, Route Smartly” model: 

· Resolve what can be handled directly 

· Identify complex or decision-based needs 

· Route to the appropriate specialist for follow-up 

• Avoid unnecessary transfers and ensure a smooth customer experience 

• Troubleshoot common issues and escalate complex concerns appropriately

Account Support & Customer Success

• Build and maintain positive customer relationships via phone and email 

• Support assigned accounts (as applicable) to ensure satisfaction and retention 

• Reinforce product value through natural conversation 

• Identify signals of risk, change, or opportunity and ensure appropriate follow-up 

• Maintain accurate CRM records, including key contacts and activity tracking

Product Adoption & Guidance

• Support onboarding to digital platforms, missals, and hymnals 

• Reinforce product usage through simple, helpful guidance 

• Identify opportunities for deeper product use and connect customers with appropriate resources

Operational Execution

• Process orders, account updates, samples, and billing requests accurately 

• Support seasonal initiatives (e.g., subscription review, product transitions) 

• Follow established service standards, workflows, and escalation procedures

CRM & Data Capture

• Log interactions in CRM, including: 

· Case type 

· Handling type 

· Outcome 

• Capture and maintain contact and decision-maker information 

• Document customer feedback and recurring issues

OTHER DUTIES AND RESPONSIBILITIES 

• Support assigned focus areas (e.g., digital support, Spanish support, returns, high-volume processing) 

• Assist with team coverage during peak periods 

• Participate in training and process improvement initiatives 

• Perform other duties as assigned

Requirements

MINIMUM QUALIFICATIONS & EXPERIENCE

• 1–3+ years in customer service, sales support, or customer success (or equivalent experience)

• Demonstrates the three core values of OCP – Humility, Empathy and Passion.

• Strong customer service and communication skills 

• Ability to manage multiple tasks accurately in a fast-paced environment 

• Basic consultative support and customer needs assessment skills 

• Comfort with CRM systems and digital tools 

• Strong attention to detail and organizational skills 

• Ability to follow established processes and collaborate effectively 

PREFERRED QUALIFICATIONS & EXPERIENCE

• Bilingual skill (Spanish) preferred

COMPENSATION & BENEFITS

Estimated starting pay range between $21.32 - $23.00 per hour, depending on qualifications and experience.

OCP has an outstanding benefits package to care for our employees and their families, including:

· Medical insurance with a zero deductible and 90 percent premium coverage for employees and eligible dependents

· Dental, vision, flexible spending, and life/long-term disability plans

· 403(b) retirement plan with employer contributions

· Generous paid time off accruals and 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.