Customer Service Representative

WISCONSIN EVANGELICAL LUTHERAN SYNOD•City of Pewaukee, WI

16d•Onsite

About The Position

Northwestern Publishing House (NPH) is the Wisconsin Evangelical Lutheran Synods publisher, located in the WELS Center for Mission and Ministry in Waukesha, Wisconsin. The mission of NPH is to develop and deliver biblically sound Christ-centered resources within the Wisconsin Evangelical Lutheran Synod and beyond. NPH is currently hiring a part-time Customer Service Representative. This role allows you to use your skills and knowledge to support the mission of NPH as a part of our customer service team.

Requirements

It takes hard work, a proactive approach, a positive outlook, and the ability to interact well with others to be successful in any position.
Confidence in recommending relevant materials and resources to others
General knowledge of typical online shopping processes
Demonstrated organization and problem solving skills
Enjoy working both independently and collaboratively
Thrive on multitasking in a fast-paced environment.
Minimum of one year in helping customers in a retail or call center setting is preferred.

Responsibilities

Assist customers in placing phone orders with accuracy and efficiency.
Assist customers in resolving challenges including but not limited to processing merchandise returns, assisting with on-line registration and password requests, and assisting e-commerce customers with online catalog navigation.
Download and mail PDF files to customers unable to access them.
Email electronic product files to customers.
Assimilate knowledge and share Synod and related agency materials and services information.
Advise and counsel Sunday school superintendents, teachers and pastors on the mechanics of the Christ-Light curriculum.
Process daily mail, voicemail, fax, and e-commerce orders.
Process daily cash sales.
As needed, assist with the NPH Offering Envelope service.
As needed, assist with Weekly Bulletins service.
As needed, answer customer correspondence.
Assist in updating addresses on customer accounts.
Monitor occurrences of account duplication and eliminate them.
Audit daily reports of accounts set up online.
Identify problems, frustrations and technical issues that our customers experience and relay the information to the appropriate person or department.
Gain and maintain thorough product knowledge across both proprietary and non-proprietary product lines.
Maintain a thorough and current knowledge and understanding of all marketing/advertising campaigns and programs.
Meet or exceed customer service expectations outlined in the Customer Service Accountability Statement with all customers.
Resolve customer issues to the satisfaction of the customer while mindful of NPH business requirements.