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