Customer Service Representative

Customer Service Department

Non-Exempt

JOB DESCRIPTION SUMMARY

This position will assist the ministry by interacting with Lakewood Church and Joel Osteen Ministries constituents via telephone, with a focus on service excellence. The ideal candidate should have a heart for resolving customer concerns. This position reports to the Customer Service Supervisor.

ESSENTIAL JOB FUNCTION

• Timely and effective resolution of customer concerns via phone and email communication
• Assist customers with placing, updating or changing order information
• Update customer contact information as needed
• Prepare Audit Gift Request Statements as requested by customers
• Prepare refund and/or return requests
• Follow up on customer requests and return customer calls
• Provide customer assistance with website questions, Champion Codes, File Numbers, Special Promotions, and other information as requested
• Conduct outbound calls as directed by the Manager
• Be knowledgeable of all new products and understand current promotional offers
• Represent Lakewood Church in a positive and professional manner in all interactions and correspondence
• Compliance to assigned work schedule
• Other related duties as assigned

MINISTERIAL DUTIES

As an Employee of Lakewood Church, you are a part of an over 60-year legacy of faith. As a part of the Lakewood team, you are a key part of our mission in taking the Hope found in Jesus to the world. This means that as part of your job responsibilities, you are considered a spiritual leader in the Church. You are responsible for communicating the Church’s beliefs and our mission to our congregants, to maintain a lifestyle consistent with the Scriptures, and are required to belong to the Church as part of our faith community.

This will also include:

• Regular attendance at Church services and classes,
• Serving as a Prayer Partner or as a volunteer in any ministry of the Church, and
• Serving our community through local outreaches from time to time when needed by the Church

QUALIFICATIONS

• Uncompromised commitment to Lakewood Church’s vision, values, and core beliefs
• Familiarity working within an online CRM database platforms
• Must be proficient in Microsoft Office Suite
• Effective problem/ resolution skills
• Ability to resolve challenging issues
• Ability to exhibit polite, courteous, helpful phone manners at all times
• Strong alpha & numeric data entry skills
• Strong verbal communication skills and written communications skills
• Must have data entry accuracy with attention to detail
• Ability to work in a high production, high quality focused work environment
• Ability to multi-task and demonstrate effective time management skills
• Bilingual speaking and writing skills in English and Spanish is preferred

EDUCATION & EXPERIENCE

• Some college preferred
• A minimum of 2 years Customer Service/Date Entry experience
• Experience working in an in-bound and out-bound call center environment is preferred