Position Summary

Maintain and increase customer satisfaction by providing outstanding customer service and support to ACSI members and non-members, responding to a wide range of inbound inquiries, requests, and concerns. Collaborate with ACSI staff to maintain excellent relationships with ACSI members and customers.

Applications are accepted on an ongoing basis.

Compensation and Benefits

Starting Salary Range: $21-$23.50 per hour; based on work experience, education, training, knowledge, skills, and internal and external equity.

Employees may choose from benefits including HDHP and copay medical plans, dental, vision, health care and dependent care flexible spending accounts, health savings account, 403b retirement plan, and supplemental life and disability insurance. In addition, ACSI provides vacation, sick leave, paid holidays, basic life, basic accidental death and disability, long term disability, employee assistance plan, Christian school tuition benefit, and discretionary annual bonus.

Essential Duties and Responsibilities

• Respond to all types of inbound inquiries, requests, and concerns from members and customers in a professional and timely manner via phone, email, or web chat
• Aid and guide customers and members in accessing and using all areas of the ACSI website and Purposeful Design Publications online store
• Perform outbound calling to support ACSI services, events, and sales campaigns
• Perform data entry of orders, membership records, and events quickly and accurately
• Navigate frequently between multiple screens and applications to provide required customer and member support
• Keep up-to-date and accurate documentation of member and customer requests
• Process payments, credits, and refunds as assigned
• Follow established processes and procedures for Care Team
• Maintain thorough knowledge of Purposeful Design Publications materials and all aspects of ACSI membership requirements and benefits
• Assist in creation of training and procedural documentation as requested
• Provide one to one training and mentoring of less experienced team members
• All other duties as assigned

Essential Qualifications

Spiritually the ideal candidate shall possess characteristics that reflect

• a demonstrated acceptance without reservation of the ACSI Statement of Faith
• a strong, clear Christian testimony, acknowledging Christ as Savior and seeking to live as His disciple
• a desire for spiritual growth as evidenced by his/her prayer life, Bible study, and spiritual outreach to others
• a mature, godly spirit
• a Christian role model (Luke 6:40) in attitude, speech, and actions toward others. (This includes being committed to God’s biblical standards for sexual conduct.)
• a person of faith and prayer
• a broad acceptance of and by the evangelical Christian community
• a strong knowledge and understanding of Scripture
• a servant leader
• an active participation in a local Bible-believing church

Required Experience and Education

• One or more years of experience in a fast-paced care team, member services, or customer service environment preferred
• Associate degree or equivalent combination of education and experience preferred
• Proficient in use of MS Office Suite (Excel, Word, Outlook), online chat, blogging/website software, social media software
• CRM experience preferred
• Well-developed verbal and written communication skills
• Excellent listening and interpersonal skills
• Ability to problem-solve and multi-task effectively
• High level of data entry speed and accuracy
• Excellent organizational skills and attention to detail
• Positive attitude and eagerness to learn new skills

Physical Demands and Work Environment

• Professional remote work environment in which to conduct videoconferences and phone calls if working from home is allowed on a limited basis
• Employee is regularly required to walk, sit, use hands and fingers, talk, and hear
• Essential duties require the use of computers to process information
• The employee frequently is required to reach with hands and arms
• Specific vision abilities required by this job include the ability to read at close range and distinguish colors and contrasts
• The noise level in the work environment is usually moderate
• Able to lift up to 10 pounds

Accountability

• Accountable to Care Team Manager
• Accountable to the agreed upon job description and ACSI’s policies
• Accountable to the agreed upon goals and timelines