Summit’s mission is to equip and support rising generations to embrace God’s truth and champion a biblical worldview.
Every position with Summit Ministries is essential to the ministry and its fulfillment of our mission. Therefore, every employee of Summit must be a Christ follower who (1) has accepted Jesus Christ as their Lord and Savior, (2) wholeheartedly agrees with Summit Ministries’ statements of faith and convictions, and (3) is actively growing in understanding and articulating the principles in these statements. 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 Specialist
REPORTS TO: Sales and Customer Care Manager
CLASSIFICATION: Full-time, non-exempt
PAY RANGE: $17.00 – $20.00 per hour DOE
SUMMARY OF POSITION
The Customer Care Specialist is Summit Ministries’ main point of support contact with parents, schools, homeschool, churches, and retail customers. (40 hours/week with additional hours likely during busy season)
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 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
- 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 in comments, inquiries, complaints, etc.
Customer Relationship Management (CRM) Database
- Utilize Summit’s CRM to keep records of interactions, transactions, placing orders, phone calls, etc.
- Update customer records with new and updated customer information
- Manage incoming prospects, keep records clean, merge duplicate accounts, schedule Sales follow-up
- Log important calls, emails, and other points of contact in CRM at the Manager’s direction
- Continually look for ways to improve 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 as necessary for the Marketing and Sales group
- Assist Sales Team with CRM management
- Assist with various Summit Ministries events
- Recommend process improvements and assist in anything that helps Summit serve its customers better
- Work with others to ensure we have up-to-date FAQs for customer inquiries
Special Projects
- 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 project-based tasks as required
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
- Has a heart for Summit’s mission, vision, and values
- Agrees with Summit’s statement of faith and convictions
- 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 efficacy of departmental procedures
- Ability to handle diverse personalities and to cope with difficult customer situations
- Basic working knowledge of Google Suite, Teamwork, MS Office, and Netsuite systems 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
- Typical office environment, will involve extended periods of sitting
- Some lifting and organizing