REPORTS TO: Director of Marketing & Sales
CLASSIFICATION: FT/Non-exempt
PAY RATE: $20.70 to $28.45 per hour

SUMMARY OF POSITION

The Customer Care Specialist creates an exceptional customer experience by serving as the primary point of contact for parents, schools, homeschool families, churches, and retail customers. This role builds trust through timely, accurate, and caring communication while ensuring every customer interaction reflects Summit Ministries’ commitment to excellence, hospitality, and biblical truth. By resolving questions, coordinating information, and supporting internal teams, the Customer Care Specialist helps people confidently engage with Summit’s programs and resources.

ESSENTIAL JOB FUNCTIONS

• Maintain a personal relationship with Jesus Christ. Consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in dealing with people within and outside of Summit.
• Advance Summit’s mission; confirm Summit’s Statement of Faith and Statement of Convictions, and to historic, orthodox Christian teaching regarding behavior, speech, conduct, and lifestyle; uphold Summit in prayer. 

FUNCTIONAL JOB COMPETENCIES

• Committed to the mission and vision of Summit Ministries
• Strong servant leadership skills that are in line with the values of Summit Ministries.
• Respond promptly (1 business day or less) to all customer inquiries (phone, email, or live chat)
• Handle and resolve customer complaints in the best interest of both the customer and Summit
• Build relationships with current and prospective customers via incoming calls, emails, or live chat
• Maintain current understanding of Summit’s products/services to best respond to all inquiries
• Make outgoing calls/emails to check on customer satisfaction for Summit’s products and services
• Recognize, document, and inform the supervisor regarding trends in comments, inquiries, complaints, etc.

GENERAL DUTIES

• Use Summit’s CRM to accurately record customer interactions, orders, calls, emails, and follow-up notes.
• Keep customer and school records clean, current, and reliable.
• Handle customer inquiries with care, accuracy, and professionalism, communicating follow-up needs as appropriate.
• Handle customer information with trustworthiness, discretion, and attention to detail.
• Support the Marketing and Sales team by organizing details, removing obstacles, and following through on tasks.
• Coordinate with Summit teams to ensure clear and consistent customer communication.
• Assist with CRM management, customer follow-up, Summit events, scheduling, and updated FAQ documentation.
• Approach customers and coworkers with charity, assuming the best, and seeking helpful solutions.
• Demonstrate tenacity by completing detailed or repetitive tasks with consistency and care.

OTHER REQUIRED SKILLS

• Experience handling high-volume inbound communication with timely follow-up
• Proven ability to resolve customer issues end-to-end, not just escalate or pass off.
• Proficiency with CRM systems, spreadsheet skills, shared inbox management, webchat platforms, VoIP phone systems, and standard productivity tools, with the ability to learn and effectively navigate multiple systems to manage and resolve customer needs.

SUMMIT CORE VALUES