Customer Care Associate

ROLE SUMMARY: As a Customer Care Associate at BJU Press, the ideal candidate will play a supporting role on the Customer Services team by handling incoming and/or outgoing customer calls on behalf of BJU Press and ensuring customer satisfaction.

ABOUT BJU PRESS & THE ROLE

Vision: We want Christian education to be transformational in the lives of students as they grow in their faith and knowledge of our Savior, Jesus Christ.

Mission: We produce transformational products and services for Christian educators.

Brand Promise: We empower educators to prepare students to live in light of eternity.

About the Team: The purpose of the Customer Service team is to provide support and assistance to customers before, during, and after a purchase, aiming to address their questions, resolve issues, and ultimately create a positive experience.  The Customer Services  team seeks to support the mission of BJU Press by fostering customer loyalty and helping to build strong relationships with the brand by ensuring customer needs are met with empathy and timely action.

KEY RESPONSIBILITIES: 

• Respond to Customer Inquiries: Answer questions about Press offerings, book or streaming availability, pricing, shipping, and digital access.
• Process Orders: Assist customers in placing new orders and extension orders for physical and digital resources.
• Resolve Complaints and Issues: Handle concerns related to missed deliveries, damaged products, billing errors, or access problems.
• Update Customer Records: Maintain accurate customer information in the system, including addresses, payment details, and preferences.
• Provide Product Information: Educate customers on the company’s publications, upcoming releases, and promotions.
• Level 1 Technical Support: Assist users with accessing digital editions or troubleshooting issues with the publisher's website or app.

SKILLS AND ATTRIBUTES NEEDED TO SUCCEED IN THIS ROLE:

• Strong communication skills: Clear verbal and written communication, active listening to understand customer needs, while maintaining a professional and courteous tone
• Customer Service Orientation: Empathy and patience, conflict resolution, and ability to handle complaints and de-escalate situations.
• Technical Proficiency: Familiarity with CRM systems and call center software, basic troubleshooting for digital platforms.
• Attention to Detail: Accurate data entry
• Problem-solving abilities: Identifying customer issues quickly and offering effective and creative solutions.
• Time Management: Managing high call volumes efficiently, prioritizing tasks and multitasking under pressure.
• Familiar with Microsoft Office

REQUIRED QUALIFICATIONS:

• Bachelor’s degree OR trade certification OR 2 YOE OR equivalent demonstrated aptitude
• Teaching experience is preferred
• Prior contact center experience is helpful

An applicant for a position in the Bob Jones University group — Bob Jones University, Bob Jones Academy or BJU Press — must be a born-again Christian who has a personal relationship with Jesus Christ. Each applicant must agree with and affirm the Bob Jones University creed, mission (see https://www.bju.edu/about/creed-mission.php) and core biblical doctrines regarding areas such as the Bible, the triune God, man and salvation, etc.  Employees are expected to maintain a conservative lifestyle and support the group’s positions on issues such as beverage alcohol and addictive substances, creation, marriage and human sexuality and the sanctity of life, etc., (https://www.bju.edu/about/positions.php). Employees are to be active members of a local Bible-believing church which holds orthodox theology.  Whether in the classroom, online, through student activities, or through the preparation of educational materials for Christian schools and homeschool families, applicants must be committed to providing students an excellent, world-class education from a biblical worldview that prepares them for a lifetime of service for Jesus Christ.

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