Customer Service Representative
Customer Service Department
Non-Exempt

JOB DESCRIPTION

The Customer Service Representative serves as the first point of contact for Lakewood Church and Joel Osteen Ministries constituents, providing timely and courteous assistance over the phone. This role is responsible for resolving customer inquiries, updating account information, and ensuring a positive experience that reflects the mission and values of the ministry.

This position reports directly to the Customer Service Supervisor.

ESSENTIAL JOB FUNCTIONS

• Respond to customer inquiries with timely and effective resolution
• Assist customers with placing, updating, or changing order information
• Update and maintain accurate customer contact information
• Prepare Audit Gift Request Statements upon request
• Process refunds and return requests in accordance with policy
• Conduct follow-up calls and respond promptly to customer requests
• Provide support with website navigation, Champion Codes, File Numbers, promotions, and related information
• Conduct outbound calls as directed by the Supervisor
• Stay current with new products and promotional offers to assist customers effectively
• Represent Lakewood Church in a positive and professional manner in all interactions and correspondence
• Adhere to assigned work schedules
• Perform 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 member 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, maintaining a lifestyle consistent with the Scriptures, and belonging 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
• Serving our community through local outreaches as needed by the Church

QUALIFICATIONS

• Uncompromised commitment to Lakewood Church’s vision, values, and core beliefs
• Demonstrated Christ-like character
• Strong problem-solving and resolution skills
• Ability to exhibit professional, polite, and courteous phone manners at all times
• Strong verbal and written communication skills
• Excellent interpersonal skills and a friendly disposition
• Accuracy and attention to detail in data entry (alpha and numeric)
• Ability to work effectively in a high-volume, quality-focused environment
• Strong organizational and time management skills with the ability to multi-task
• Dependable with consistent adherence to scheduled shifts and assigned responsibilities
• Experience working with databases and customer management systems
• Proficiency in Microsoft Word, Excel, and Outlook
• Professional appearance and conduct

EDUCATION & EXPERIENCE

• Some college preferred
• Minimum of 2 years of customer service and data entry experience