Lead Customer Service Representative

Concordia Publishing House is looking for a Lead Customer Service Representative to serve as the frontline expert on our Customer Service team, guiding both customers and colleagues with confidence, patience, and deep product knowledge. Louis, MOConcordia Publishing House (CPH) – A Lutheran Church–Missouri Synod OrganizationFull TimeAre you a natural problem-solver who thrives on turning a frustrated customer into a loyal one?

Lead Customer Service Representative – St. Louis, MOConcordia Publishing House (CPH) – A Lutheran Church–Missouri Synod OrganizationFull TimeAre you a natural problem-solver who thrives on turning a frustrated customer into a loyal one? Concordia Publishing House is looking for a Lead Customer Service Representative to serve as the frontline expert on our Customer Service team, guiding both customers and colleagues with confidence, patience, and deep product knowledge.Why Join Us?As part of the CPH team, you will enjoy:Purpose-driven work supporting Gospel-centered ministryCollaborative, caring culture with people who genuinely value teamworkProfessional growth opportunities, including hands-on training and mentoring experienceMeaningful impact on churches, schools, and families across the countryCompetitive benefits and work-life balanceWhat You'll DoAs Lead Customer Service Representative, you will:Deliver and model excellent inbound and outbound customer service, exemplifying CPH's standards for professionalism, product knowledge, and care in every interactionServe as the primary escalation resource for complex customer orders, account issues, credits, rebills, and returns, resolving challenges efficiently and confidentlyMaintain deep, current knowledge of CPH products, systems, and business processes to support the team and meet customer needsHelp train and mentor new and current Customer Service Representatives on systems, service standards, processes, and product knowledgePartner with the department manager to test and improve systems, documenting findings and feedbackUse available technology, including AI tools and live chat, to enhance the quality and efficiency of customer serviceWhat We're Looking ForWe're looking for someone with:Five or more years of experience in a customer-centric role, with prior leadership and/or training experienceHigh School diploma or equivalent, Bachelor's degree in a business-related field preferredClear speaking, writing, and active listening skills, with the ability to calm upset customers and guide staffStrong attention to detail, organization, and time managementAnalytical and problem-solving skills to identify system issues and recommend solutionsProficiency in Microsoft Office Suite, including advanced Excel skillsBe Part of Something BiggerFor more than 150 years, Concordia Publishing House has been dedicated to sharing the Gospel through the products and services we provide to churches, schools, and families. As Lead Customer Service Representative, you'll play a direct role in making sure every customer who reaches out receives the same care and excellence that our mission is built on.Ready to Apply?If you're ready to bring your customer service and leadership skills to a mission-driven team, we'd love to hear from you. Apply today at: https://www.cph.org/careers