Role overview

Moody Publishers is seeking a friendly, service-oriented Customer Service Associate to provide exceptional support to our customers and partners. In this role, you will serve as a primary point of contact for consumers and channel customers, assisting with orders, answering questions, resolving concerns, and helping ensure a positive customer experience. The ideal candidate is organized, detail-oriented, and passionate about delivering outstanding service while supporting the mission of Moody Publishers.

The Customer Service Associate is responsible for order entry, customer support, account maintenance, and related customer service activities. This position works closely with customers and internal teams to ensure orders are processed accurately, customer inquiries are resolved promptly, and service expectations are consistently exceeded.

What you'll do

Serve as a primary phone and email contact for consumers and channel customers, building positive relationships through professional and responsive service.
Enter and process customer orders received through phone, email, mail, electronic systems, and internal departments.
Conduct outbound customer calls as needed, including purchase follow-up, product feedback, and promotional communications.
Maintain a thorough understanding of Moody Publishers products, programs, policies, and services.
Process customer credits, returns, and account adjustments while performing any necessary research to ensure timely resolution.
Collaborate with internal teams to support customer satisfaction and account growth.
Maintain accurate customer records, files, and supporting documentation.
Verify order accuracy and completeness with Distribution before shipment.
Respond to customer inquiries and resolve concerns in a courteous and professional manner.
Perform additional duties and special projects as assigned.

Qualifications

Friendly and professional demeanor with a strong customer-service mindset.
Excellent verbal and written communication skills.
Strong organizational skills and ability to work independently.
Comfortable using computers and learning new software applications.
Strong typing and data-entry skills.
Ability to manage multiple priorities while maintaining attention to detail.
Commitment to providing exceptional customer care.
Minimum of three years of customer service experience.
Ability to effectively handle and de-escalate challenging customer situations.
Strong listening skills and problem-solving abilities.
Ability to prioritize competing responsibilities in a fast-paced environment.
Experience performing detail-oriented administrative and customer-support tasks.

Work environment

This position is approved for a hybrid work arrangement, with an expectation of working onsite three days per week and remotely two days per week.
This position operates in a professional office environment and regularly uses standard office equipment, including computers, phones, printers/copiers, and other office technology.

Additional information

Candidates must demonstrate alignment with Moody Bible Institute's mission, doctrinal beliefs, and Christian values.
Employees are required to affirm Moody's Statement of Faith and adhere to Community Standards.
Moody Bible Institute values diversity and seeks team members who engage others in ways that honor its biblical foundation.
Moody complies with applicable nondiscrimination laws and, as a religious institution, requires employees to hold beliefs consistent with its Doctrinal Statement and Community Standards.

Compensation and Benefits

Location: Chicago, IL (Hybrid)
Employment Type: Full-Time
Compensation Range: $20 - $23 Hour
The compensation above is the estimated hiring range for this position. Final offers are determined based on a variety of factors including skills, experience, qualifications, internal equity, and other job-related considerations.
Medical and dental coverage available on your first day of employment
Paid vacation, holidays, personal and sick time
Retirement benefits with institutional contributions
Company-paid and optional life insurance benefits
Wellness incentives and complimentary membership to the Solheim Athletic Center
Optional benefits including: Vision coverage, Transit benefit, Health Care Spending Account (FSA)
Free on-campus parking
Tuition benefits and educational opportunities through Moody Bible Institute
Weekly team devotions that foster spiritual growth and meaningful connections with colleagues
Weekly chapel services featuring worship, biblical teaching, and community engagement

Join us

At Moody Publishers, your work helps support the creation and distribution of trusted Christian resources that encourage spiritual growth and biblical understanding around the world. As a member of our team, you will play an important role in serving customers while contributing to a mission that has an eternal impact. Join us and help deliver exceptional service while advancing the mission of Moody Publishers to equip people with biblical resources that transform lives.

Publishing Customer Service Associate

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Job Description