Customer Service Representative

Position Title: Customer Service Representative

Employment Status: Full Time - 38 hours

Internal Class Title: Department Assistant I  

Job Classification: C 7.17 

Department: Customer Service 

Wage Class: Non-Exempt 

Accountable to: Customer Service Supervisor

Date Updated: April 2025

Position Summary:

The Customer Service Representative (CSR) delivers the best frontline customer service possible through all interactions with customers, vendors, and staff. This role is involved in processing orders, troubleshooting customer questions and order issues, maintaining the It Is Written Bible School, and answering phones and other communication methods with positivity and effectiveness in a fast-paced environment. It is crucial that this position supports the mission and values of It Is Written by exemplifying the values and beliefs of the Seventh-day Adventist Church in all interactions.

Authority & Accountability:

Authority as delegated by the Director of Publishing and accountable to the Customer Service Supervisor in accordance with It Is Written’s policies and objectives.

Essential Position Functions:

• Answer phone calls, and monitor and respond to email, text, and other forms of communication.
  
• Utilize multiple software and database applications to perform daily tasks.
• Complete routine tasks such as maintaining inventory records, processing returns, and updating customer information.
• Process product orders for customers and internal orders for ministry events.
• Process and follow up on Bible School orders, interest management, and database management.
• Troubleshoot customer concerns, product order issues, and other customer service issues.
• Utilize tools in the routine course of daily tasks, including, but not limited to: computer, multi-line telephone, wired or wireless headset, printer/copier, calculator, and point-of-sale devices.
• Assist with maintaining department documents, instruction manuals, process improvements, and inter-departmental reminders.
• Collaborate with other team members on marketing ideas for products, such as updating the Resource Catalog, It Is Written’s catalog of available products.
• Assist on-site customers with purchases at the Resource Center, the in-office store for It Is Written products.
• Collaborate with the front desk, and other departments, to ensure strong customer service to all customers.
• Pick and assemble requested resources for events, as needed.
• Provide support leading up to Ministry events, ensuring smooth operations and timely execution of event related orders.
• Be available to meet in person for Customer Service team meetings, project meetings, and in collaboration with team members from other departments.
• Fulfill other related responsibilities and duties as assigned.

Position Specifications:

Qualifications, Scope, and Complexity of duties:

• • Education:
    • A high school diploma, or equivalent, is required.
    • A bachelor’s degree in related field is preferred.
  • Experience:
    • Preferred: Two (2) years of customer service, dealing with customers.
      
  •  Membership and Mission:
    • Embrace the mission and values of It Is Written and be a member in good standing of the Seventh-day Adventist Church

Skills, scope, and complexity of duties:

• Proficient in Microsoft Office Suite and/or Google Suite.
• Enjoys and is adept at servicing customers through a variety of communication methods (e.g. phone, email, text, and in-person).
  
• Demonstrates ability to type a minimum of 45 wpm.
• Must possess strong customer service qualities—written and verbal.
• Ability to multitask with excellent time-management skills.
• Needs to possess a keen eye for accuracy and be detail-oriented. 
• Must be empathetic toward customers and have an honest and service-oriented attitude.
• Needs to be a self-starter who can demonstrate flexibility and good judgment while being a team player.
• Able to exhibit Christ-like behavior in daily tasks, collaborative projects, and under stress.

Interpersonal Relationships:

• At It Is Written:
  • President
  • Manager/Treasurer
  • Director of Publishing
  • Customer Service Staff
  • General office staff
• Outside of It Is Written:
  • Field inquiries from listeners/viewers and customers
  • It Is Written vendors, contractors, guests, and volunteers

Working Conditions:

• General working conditions of an office.
• Occasional moderate to high stress due to meeting critical daily deadlines.
• Prolonged sitting, computer viewing, and repetitive motion from keyboard & mouse use.
• Physical requirements: requires standing, walking, time at a desk, reaching, climbing, and lifting (maximum of 50 lbs.)

Specific Requirements:

• Hourly, 38 regular hours per week
• May require variable hours and weekend work
• No special clothing or safety gear required
• Business casual attire required.