Are you a customer-focused problem solver who takes pride in providing accurate information, thoughtful recommendations, and an exceptional customer experience?

Do you bring strong communication skills, attention to detail, and experience in customer service or sales?

Would you thrive as part of a collaborative team supporting customers and connecting them with products and resources that make a difference in the world?

The Sales and Service Specialist position at Augsburg Fortress Publishers may be just the job for you.

Augsburg Fortress Publishers (AFP) is a multimedia publishing ministry of the Evangelical Lutheran Church in America (ELCA), composed of five imprints: Augsburg Fortress, Sparkhouse, Fortress Press, Beaming Books, and Broadleaf Books. We publish resources that support Christian worship, faith formation, spiritual growth, academic study, and professional development. AFP strives to create an environment of inclusiveness, equity, and respect for all regardless of ability, age, ethnicity, faith, gender, gender identity, nation of origin, race, sexual orientation, or socioeconomic status. Individuals who are committed to contributing meaningfully to diversity and inclusion in publishing are encouraged to apply.

Position Overview

The Sales and Service Specialist serves as a primary point of contact for customers, providing responsive and knowledgeable support for product sales and general service inquiries. This role helps customers find accurate information, explore product options, make informed purchasing decisions, and enjoy an exceptional customer experience from start to finish.

The Sales and Service Specialist is part of our hybrid work model, requiring residence in the Twin Cities. This position requires working onsite at our Minneapolis office 4 days a week. 

Key Responsibilities

• Respond to customer inquiries by phone, email, and chat, providing timely, professional, and helpful service.
• Develop and maintain product, service, and account expertise through onboarding, training, and ongoing learning to help customers select appropriate products and services, make confident purchasing decisions, and receive accurate account information.
• Address customer questions and resolve issues or disputes proactively to foster positive, ongoing customer relationships.
• Collaborate with the Sales and Service team and other internal teams, including Marketing, Product Development, and Finance, to effectively address customer needs and ensure a high level of customer satisfaction.
• Participate in the organization’s professional development program and complete annual professional development goals.
• Perform administrative and organizational support tasks, including processing mail, preparing mailings, and assisting with other needs as assigned.

Desired Education and Experience

• Undergraduate degree preferred; equivalent education and relevant experience will also be considered.
• Previous experience in customer service, sales, or a call center environment.
• Experience in publishing or a church-related setting is preferred.

Desired Knowledge, Skills, and Abilities

• Commitment to Augsburg Fortress Publishers’ mission, vision, and values.
• Enjoy engaging with customers and helping solve problems by phone, email, and other communication channels.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both individual consumers and business customers.
• Strong commitment to providing an exceptional customer experience.
• Ability to work collaboratively as part of a team while also working independently with minimal supervision.
• Strong attention to detail, including accurate data entry and inquiry skills.
• Ability to perform basic mathematical and accounting-related tasks.
• Proficiency with Microsoft Office applications.
• Knowledge and understanding of Christian worship, music, and faith formation is preferred.
• Spanish-language proficiency is a plus.

Salary and Location

The hourly range for this position is $19.50-$20.00 per hour, depending on qualifications and internal equity. This hybrid position is open to candidates living in the Twin Cities area and requires onsite work in our Minneapolis office Monday through Thursday, with the option to work remotely on Fridays following an initial training period. Regular working hours are 8:00 a.m. to 4:30 p.m. Monday through Friday.

Augsburg Fortress Publishers offers a competitive salary and a full list of benefits, including health, dental, vision, health savings account, flexible savings account, retirement plan, supplemental life and accidental death & dismemberment insurance, and other voluntary plans. Company paid benefits provided are short-term and long-term disability, basic life and accidental death & dismemberment insurance. Time off plans include vacation, sick, volunteer, bereavement, and paid parenting leave. Also included is a pre-tax transportation program and no-cost gym access nearby. You will join a collaborative and creative hybrid work environment, with a talented group of 70 individuals who have a passion for their work. The corporate headquarters is located in the North Loop, Minneapolis with access to Light Rail and Metro Transit bus lines.