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

Qualifications:

• Bachelor's degree or Associate's degree and experience in customer service preferred
• Demonstrated ability to develop productive relationships with team members
• Demonstrated ability to provide a high level of service to others
• Familiarity with Westminster Bookstore's mission and resources preferred
• Familiarity with theological vocabulary preferred

Skills:

• Excellent written and verbal communication skills
• Strong interpersonal skills
• Highly organized
• Ability to manage priorities
• Creative problem-solver
• Teachable
• Ability to gather and quickly absorb new information
• Eye for process improvement
• Proficient with a Mac or PC

Here are a few additional details:

1. This is a part-time position, 20 hrs/wk
2. Eager to learn and grow. There's always something new to learn and having a desire to learn new things is an important part of thriving in this role.
3. Tech-savvy. We rely heavily on software to get our work done. You don't need to know how to code, but you need to know your way around a computer and be able to quickly learn new systems. A few of the tools we use are Freshdesk and Freshcaller, Shopify, Asana, and Slack.
4. Calm under pressure. Juggling calls, responding to chats, and replying to emails can be challenging. We're looking for someone who can remain poised under pressure and respond to each customer with grace and care.
5. This is a remote position. Occasional on-site visits may be requested.
6. Must have a fast, reliable computer and internet that can be used for work. Mac preferred.

Westminster Theological Seminary hires only personnel who subscribe to Biblical orthodoxy (belief) and orthopraxy (practice). Employees shall affirm their agreement with the historic, trinitarian Christian faith as expressed in the Apostles’ Creed. Otherwise, Westminster Theological Seminary is an equal opportunity employer, dedicated to providing equal employment and advancement opportunities to all individuals, except as specifically allowed by federal and state law, and basing employment decisions on merit, qualifications and training. Westminster Theological Seminary does not discriminate in employment opportunities or practices on the basis of race, color, religion (except as religion is a bona fide occupational qualification), sex, national origin, age, disability or any other classification protected by law.