Job Title: Customer Service Representative

FLSA Status: non-exempt

Department: Marketing Operations & Analytics

Reports to: Executive Director, Marketing Operations & Analytics

Classification: Part-Time (20-25 hours)

Position Summary: (Brief Summary Statement)

Handles customer service responses via phone and email across all of Christianity Today’s brands and platforms, performs administrative duties for marketing operations, financial operations, and mission advancement departments. Greets visitors at reception and fields phone calls from Christianity Today’s main phone number.

Qualifications Required: (Essential for the position)

  • High School diploma
  • Excellent oral (phone) and written (email) communication skills
  • Friendly and outgoing nature
  • Organized, detail oriented and accurate

Qualifications Desired: (Desired but not required for the position)

  • 1-2 years customer service experience
  • Associates or bachelor’s degree
  • Experience working directly with a publishing or subscription model
  • Experience working directly with eCommerce

Essential Functions and Responsibilities:

  • Handle customer service responses via email and phone along with Senior Customer Service Representative
  • Greet visitors and field Christianity Today main phone calls
  • Work closely with the customer service representatives at our fulfillment house, CDS Global, as a liaison between Christianity Today and their team
  • Gain deep understanding of all our products, subscriptions, systems, and processes
  • Work with marketing, technology, and editorial to improve processes to eliminate ongoing customer issues
  • Performs administrative duties for financial operations and mission advancement departments
  • Represent Christianity Today as a ministry
  • Understanding of changes as they are happening, within the company

Non-essential Functions:

  • Assist with administrative tasks for marketing operations and analytics
  • Runs reports for marketing and marketing operations when needed
  • Attend other marketing meetings as necessary

Job Qualification Requirements:

Education: High School Graduate, College Graduate and customer service experience preferred

Knowledge/Skills: Phone customer service experience preferred. Excellent communicator – verbal and written. Organized, detail-oriented and accurate. Proficient with Microsoft Word and Excel.

Experience 1-2 years related experience with responsibility to work independently

Equipment Used: Personal computer with two screens, telephone with headset, printer, copy machine, fax machine

Success Factors/Job Competencies:

  • Timely and friendly response time via phone and email
  • Deep understanding of our processes and systems
  • Organized, strong attention-to-detail

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Physical Demands: while performing duties of the job, incumbent is occasionally required to stand; sit; walk; use hands to handle, finger, or use objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and /or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Work Environment: Usual office environment conditions