Customer Service Representative

Full Time

Concordia Publishing House, the publishing arm of The Lutheran Church-Missouri Synod (LCMS) is currently looking to hire a full-time Customer Service Representative. This position is responsible for answering 50 to 80 incoming customer telephone calls per day in a timely manner while meeting call quality standards. The CSR is responsible for maintaining good customer relationships and will exhibit the ability/desire to find solutions to customer's problems. This position will handle work involving processing returns, credits, address changes, gratis orders, manual reviews, changes to orders, and rush orders. The CSR is responsible for having in-depth knowledge of CPH products, and for upselling as appropriate to inbound customers. This position must work in partnership with team members and foster a positive team environment.

Specific duties include:

• Responsible for building, enhancing, and preserving long-term relationships with customers.
• Process sales orders, credit returns, and order updates through the KNK ERP.
• Provide excellent customer service by being in a "ready state" to receive calls, answering them as they come in, and exhibiting a desire to help with all aspects of a customer's needs.
• Assist customers via cph.org webchat.
• Stay abreast of new publications or changes to products including special promotions. Make appropriate offers to qualifying customers.
• Stay abreast of the various customer types and how to serve each one.

The ideal candidate will possess the following knowledge, skills, and abilities:

• Must possess excellent communication skills.
• General office skills including typing 40 W.P.M.
• Proficient with 10 key number pads.
• Must be detail-oriented.
• Must be high energy, enthusiastic, and dependable.
• Strong PC skills with proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
• High School diploma or equivalent.
• Previous customer service experience, preferably in a call center environment. LCMS background is helpful, but not mandatory.

CPH offers a generous benefits package that can be tailored to your specific needs and well-being.

• Health benefits include Medical, Dental, Vision, Wellness, and Tax-advantaged Savings and Spending Accounts.
• Life Insurance, Accidental Death, Survivor Death benefits, and Disability Income Protection
• Generous Paid Time Off policy, Holiday Pay, paid Parental Leave, Christian Mission Trips, and Jury Duty.
• 403(b) Retirement Savings option with a company match contribution and company contributions to a Pension Plan.
• Tuition Reimbursement for advanced degrees for yourself and for your children attending an LCMS elementary or high school.
• Hybrid work environment.
• A chance to work in a family friendly environment.