Hiring: Customer Support Representative


“The Summit cultivates rising generations to resolutely champion a biblical worldview.”

Every position with Summit Ministries 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 SUPPORT REPRESENTATIVE

REPORTS TO:  VP of Publishing
CLASSIFICATION: FT/Non-Exempt

Summary of Position:

To be Summit Ministries’ main point of contact with school, homeschool, church, and consumer customers. (40 hours per wk with possibility of additional hours during busy season)

 General Duties and Responsibilities:

  • Customer Care:
    • Build relationships on a daily basis with current and prospective customers via telephone calls and emails
    • Respond promptly to customer inquiries
    • Handle and resolve customer complaints in the best interest of both the customer and Summit
    • Maintain updated understanding of products/services to enable knowledgeable answers to all inquiries
  • 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 data
    • Schedule calls, emails, and tasks for Sales Team
    • Manage incoming prospect lists, keeping records clean, merging duplicates
  • Outgoing Calls/Emails:
    • Make outgoing calls/emails to check on customer satisfaction with products
    • Make outgoing calls/emails to inform current customers about Summit materials or services.
  • Teamwork:
    • Coordinate and cooperate with other departments to ensure consistent communication with customers.
    • Maintain good staff working relationships to ensure that support and assistance are always available.
    • Assisting Sales Team with current information about curriculum content, CRM management, etc.
  • Special Projects:
    • Complete project-based tasks as required and perform general administrative duties such as mailing, data clean up, photocopying, etc.
    • Assist the Publishing department with emails and other promotional efforts
  • Reporting:
    • Recognize, document, and inform supervisor regarding the trends of incoming and outgoing customer communication (comments, inquiries, complaints, etc)
    • Recommend process improvements and assist in anything that makes Summit better
  • Surveys/Assessments:
    • Create and administer customer and prospect surveys
    • Report on survey findings
    • Manage incoming worldview assessments, filtering the data to appropriate reps.
  • College Credit:
    • Organize and keep student records for Summit’s dual enrollment program.
    • Communicate student information with accrediting college
  • Continuing Education Units: Act as a liaison between partnering school associations and any qualifying schools requesting CEUs
  • Orders: Take incoming orders from phone, email, or other applications


Skills and Qualifications:

  • Must be mature Christian, grounded in the Word and Biblical worldview with a passion for Summit’s mission
  • Strong verbal (phone) and written communication skills
  • Desire to delight customers above and beyond the call of duty
  • 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 mission of Summit Ministries.

Working Conditions/Physical Factors

Occasionally = 1%-33%; Frequently = 34%-66%; Continuously = 67%-100%

Typical office environment, will involve extended periods of sitting – Continuously

 

Education/Experience:

  • Minimum HS diploma required, with undergraduate degree preferred.
  • One to two years’ experience in phone based customer service/sales related employment preferred

 

To apply, use this form to send your resume and cover letter to Josh.