Hiring: Customer Care Specialist


“Summit Ministries exists to equip and support rising generations to embrace God’s truth and champion a biblical worldview.”

Every position with Summit is essential to the ministry and its fulfillment of our mission statement.  Therefore, every employee of Summit must be a Christ-follower who has accepted Jesus Christ as their Lord and Savior.  Every employee must be able and willing to share the Gospel and biblical worldview and to lead and/or participate in devotions, exhortation, and prayer.


Customer Care Specialist

REPORTS TO: Director of Marketing and Sales
CLASSIFICATION: FT/Non-Exempt
PAY RANGE: Hourly DOE

Summary of Position:

The Customer Care Specialist is Summit Ministries’ main point of contact with parents, schools, homeschools, churches, and other consumer customers. (40 hours/week with the possibility of additional hours during busy season upon approval)

DUTIES AND RESPONSIBILITIES

Customer Care

  • Respond promptly (1 business day or less) to all customer inquiries (phone, email, or bot messages)
  • 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 bot messages
  • Maintain an updated 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
  • Make outgoing calls/emails to see if customers need help with any of Summit’s products or services
  • Recognize, document, and inform supervisor regarding trends of comments, inquiries, complaints, etc.

Customer Relationship Management (CRM) Database

  • Utilize Summit’s CRM to keep records of interactions, transactions, phone calls, etc.
  • Update customer records with new and updated customer information
  • Manage incoming prospects, keep records clean, merge duplicate accounts
  • Log important calls, emails, and other points of contact in CRM
  • Continually look for ways to improve cleanliness, accuracy, and use of customer data 

Teamwork

  • Coordinate and cooperate with other Summit groups and teams to ensure consistent messaging
  • Schedule calls, emails, and tasks for Program Services Department
  • Assist Sales Team with CRM management
  • Assist Conferences Team with various events
  • Seek out ways to help others during downtime and slow seasons
  • Recommend process improvements and assist in anything that helps Summit serve its customers better

Special Projects

  • Administer the College credit programs, CEU program, and various customer surveys
  • Be available to help with project-based tasks as required
  • Be available to help with general administrative duties (e.g., data clean up, photocopying, etc.)
  • Be available to help with shipping and mail processing
  • Assist the Marketing and Sales group with various emails and other promotional efforts

KNOWLEDGE AND EXPERIENCE

 Education requirement

  • High school diploma required, with undergraduate degree preferred

Previous experience requirement

  • One to two years experience in phone-based customer service/sales related employment preferred

Skills and Qualifications

  • A strong faith in Jesus Christ, grounded in the Holy Scriptures, demonstrates integrity
  • Understands and embraces a biblical worldview
  • Adaptable to Summit’s culture
  • Strong grasp of the English language in written and verbal form
  • Strong verbal (phone) and written communication skills
  • Desire to delight and serve customers
  • Assertive in solving problems and improving the efficacy of departmental procedures
  • Ability to handle diverse personalities and to cope with difficult customer situations
  • Basic working knowledge of MS Office and CRM system and ability to quickly learn new programs
  • Ability to multi-task and adjust to change with flexibility and a “can-do” attitude
  • Team player, strong interpersonal relational skills, active participant, and willing to do whatever is asked to further the Summit’s mission

Working Conditions

  • A typical office environment, will involve extended periods of sitting
  • Some lifting and organizing

Please do not inquire by phone. To apply, use this form or send your cover letter and resume to: josh@summit.org