Lead Customer Service Representative

Lead Customer Service Representative – St. Louis, MO
Concordia Publishing House (CPH) – A Lutheran Church–Missouri Synod Organization
Full Time

Are 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.

As part of the CPH team, you will enjoy:

• Purpose-driven work supporting Gospel-centered ministry
• Collaborative, caring culture with people who genuinely value teamwork
• Professional growth opportunities, including hands-on training and mentoring experience
• Meaningful impact on churches, schools, and families across the country
• Competitive benefits and work-life balance

As 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 interaction
• Serve as the primary escalation resource for complex customer orders, account issues, credits, rebills, and returns, resolving challenges efficiently and confidently
• Maintain deep, current knowledge of CPH products, systems, and business processes to support the team and meet customer needs
• Help train and mentor new and current Customer Service Representatives on systems, service standards, processes, and product knowledge
• Partner with the department manager to test and improve systems, documenting findings and feedback
• Use available technology, including AI tools and live chat, to enhance the quality and efficiency of customer service

We’re looking for someone with:

• Five or more years of experience in a customer-centric role, with prior leadership and/or training experience
• High School diploma or equivalent, Bachelor's degree in a business-related field preferred
• Clear speaking, writing, and active listening skills, with the ability to calm upset customers and guide staff
• Strong attention to detail, organization, and time management
• Analytical and problem-solving skills to identify system issues and recommend solutions
• Proficiency in Microsoft Office Suite, including advanced Excel skills

For 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.