Title: Customer Service Specialist
Salary: $35k+/year
Location: United States (Remote)
Employee Status: Full-time
Schedule: Monday to Friday, 8 AM – 5 PM
Role Summary
Do people in your life describe you as the most helpful person they know? Do you love solving challenges for others, the harder the better? Do you get a thrill from navigating complex situations and arriving at clear, creative solutions? Do you take delight in offering thoughtful responses and meaningful gifts that make others feel truly cared for? If so, you’re exactly the person we’re looking for to join our team and help us create an outstanding customer experience.
We’re looking to add a resourceful, winsome, and detail-oriented Customer Service Specialist to elevate and manage our customer experience. In this role, you’ll serve as a trusted point of contact between Reformation Heritage Books and our customers, delivering prompt, personal, and high-quality support across all communication channels in a way that reflects our values.
This position is ideal for someone who takes initiative, is proactive, relational, and service-minded.
If this sounds like you, we’d love to connect.
Key Responsibilities
Customer Service & Support
- Respond to customer inquiries across multiple channels including email, phone, text, live chat, and social media.
- Troubleshoot basic technical issues related to the website and customer accounts.
- Ensure tax-exempt accounts are accurately documented and compliant with legal requirements.
- Communicate and collaborate with the fulfillment team to resolve order-related issues.
Customer Experience & Relationship Building
- Deliver a consistently polite, professional, and personal customer service experience.
- Foster long-term customer relationships by keeping customer satisfaction at the forefront of every interaction.
- Maintain clear, ongoing communication with customers, providing timely updates and resolutions.
Process Improvement & Internal Operations
- Identify and implement opportunities to automate repetitive tasks and enhance workflows.
- Track real-time KPIs to identify areas of improvement.
- Maintain and update internal SOPs and knowledge documentation (Confluence or similar platforms).
- Train backup staff to ensure coverage during scheduled or unexpected absences.
Qualifications
Required Skills & Experience
- Bachelor’s Degree or equivalent experience.
- Excellent written and verbal communication skills.
- Meticulous attention to detail and strong organizational abilities.
- Ability to work independently and collaborate cross-functionally.
- Experience with order processing, fulfillment, or logistics.
- Experience managing internal documentation and customer service SOPs.
- Strong problem-solving skills and ability to manage complex customer issues and escalations.
- Proficiency with customer service platforms such as Gorgias or similar ticketing systems.
- Familiarity with Google Suite (Sheets, Docs) and Slack.
Personal Attributes
- Personal relationship with the Lord
- Passion for the mission and values of RHB
- Deep understanding of RHB’s publications, theological distinctives, and audience
- Motivated, adaptable, and team-oriented
- Strong interpersonal and collaboration skills
- Customer-first mindset with a proactive approach to improvement
Compensation & Benefits
- Competitive salary
- Healthcare (with employee contribution)
- Retirement savings match (up to 3%)
- Paid holidays and PTO
About the Ministry
Reformation Heritage Books (RHB) is a Reformed publisher and distributor dedicated to advancing the gospel for the conversion of unbelievers and the equipping of the saints for faithful service to Christ and His church. We publish and distribute materials that align with Scripture and adhere to the core doctrines expressed in the Ecumenical Creeds and the Reformed confessions found in the Three Forms of Unity (the Belgic Confession, the Heidelberg Catechism, and the Canons of Dort) as well as the Westminster Standards.
We are committed to the conviction that the Old and New Testaments are the inspired, inerrant, and infallible Word of God, breathed out by His Spirit, and therefore the only sufficient authority for faith and practice.
Our mission is to provide resources that offer instruction and training to cultivate knowledge, personal piety, and Christian character essential for a faithful and mature life in Christ.
To apply, please email your resume and cover letter to careers@rhb.org
Title: Fulfillment Associate
Hourly Rate: $17/hr
Location: Grand Rapids, MI
Employee Status: Part-time
Key Responsibilities
- Accurately picking and verifying customer orders based on pick invoices
- Packing, weighing, and labeling shipments for prompt delivery
- Safely handling and moving boxes, including using equipment for larger shipments
- Shipping orders to customers and events, and providing tracking information
- Engaging with carriers such as USPS, FedEx, and UPS
- Maintaining accurate records and documentation
- Supporting other departments and performing additional tasks as assigned
Qualifications
- A passion for great books and alignment with RHB’s mission
- A positive, motivated attitude and strong work ethic
- Excellent attention to detail and organizational skills
- Strong written and verbal communication abilities
- The ability to multitask, solve problems, and work both independently and collaboratively
- Proficiency with computers and digital tools
- Physical ability to stand and walk for extended periods and lift boxes up to 50 lbs
Compensation and Benefits
- Competitive compensation
Please note: All part-time team members will be expected to work on Saturdays as part of their regular schedule. Part-time employees should also anticipate increased hours during holidays and other seasonal sales periods, based on operational needs.
About the Ministry
Reformation Heritage Books (RHB) is a Reformed publisher and distributor dedicated to advancing the gospel for the conversion of unbelievers and the equipping of the saints for faithful service to Christ and His church. We publish and distribute materials that align with Scripture and adhere to the core doctrines expressed in the Ecumenical Creeds and the Reformed confessions found in the Three Forms of Unity (the Belgic Confession, the Heidelberg Catechism, and the Canons of Dort) as well as the Westminster Standards.
We are committed to the conviction that the Old and New Testaments are the inspired, inerrant, and infallible Word of God, breathed out by His Spirit, and therefore the only sufficient authority for faith and practice.
Our mission is to provide resources that offer instruction and training to cultivate knowledge, personal piety, and Christian character essential for a faithful and mature life in Christ.
To apply, please email your resume to careers@rhb.org
