Overview: The Westminster Bookstore is looking for a new team member who loves to help others and shares our passion for curating and distributing biblically faithful Christian books.

Candidates must have availability between 12-4 pm Eastern, Mon-Fri

Duties and Responsibilities

1. Answer calls - Use Freshcaller (a digital phone soware) to answer calls and assist customers in a professional, cheerful, and efficient manner.
2. Respond to chat messages - Use Olark to answer customer questions quickly and efficiently.
3. Reply to emails - Use Freshdesk (customer support soware) to answer customer emails quickly and courteously.

• Work through high volumes of emails at times, prioritizing the order in which the emails need to be answered.

4. Use eCommerce Soware to solve issues and assist customers - Acquire a high level of proficiency with our eCommerce software (Shopify +) in order to creatively and efficiently solve problems and assist customers.

5. Provide professional, efficient customer support

• The Customer Support Specialist will need to quickly move between emails, phones, and chats during customer support hours in order to provide the best customer support in the most efficient manner.
• Use creative problem solving to resolve a number of issues that arise with customer orders.
• Acquire proficiency with the books we carry, use theological knowledge, and provide Christian care to give knowledgeable recommendations on resources to customers.

6. Work with various other team members as needed in order to assist customers

7. Identity and implement process improvements to increase the efficiency of the customer support team

8. Attend customer support team and bookstore team meetings virtually when possible