Customer Service Representative II / Executive Assistant - New

Christian Science; Boston (MA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

A leading organization seeks a Customer Service Representative II / Executive Assistant to deliver exceptional customer service and provide executive support. The role involves handling inquiries through various channels and assisting executives in managing their schedules. Strong communication abilities and a customer-centric approach are essential, along with a commitment to the values of the Church.

Qualifications

• At least two years of professional work experience.
• Strong written and verbal communication skills.
• Proficiency in modern computer technology.

Responsibilities

• Provide first-class customer service on all customer interactions.
• Manage the calendar and schedule for the Fulfillment and Customer Support Director.
• Draft correspondence and handle mail for the Church.

Skills

Communication

Customer Service

Problem Solving

Initiative

Education

College degree

Job description

Job Category: Customer Service

Requisition Number: CUSTO001526

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• Posted : May 29, 2025
• Full-Time

Locations

Showing 1 location

Remote work is a possibility

Description

Department: Customer Care Center/Fulfillment

SUMMARY

The Customer Service Representative II / Executive Assistant serves the dual purpose of providing customer service on behalf of The Mother Church (TMC) and the Christian Science Publishing Society (CSPS) while also providing executive and administrative support to the department. In the CSR II role, this person will receive inquiries via phone, email, and mail; analyze questions and issues; research answers; and provide solutions and information to customers. The incumbent works independently to ensure all interactions are handled in a timely, accurate, and loving manner. As the department Executive Assistant, this position provides administrative support to the Fulfillment and Customer Support Director, the Fulfillment Department and the Customer Care Center. The role requires strong administrative, verbal and written communication skills, initiative, flexibility, confidentiality and a robust ability to actively support and nurture a wide range of colleagues in fulfilling the mission of the Church.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides first-class customer service on all customer interactions. (40%)
  • Processes and responds to emails and calls efficiently, improving daily volume and quality with training and experience;
  • Sends out most email responses without review;
  • Calls customers as needed to convey information and assist with basic troubleshooting and site navigation;
  • Provides support for calls from Reading Rooms, customers, and members requiring help with ordering and other business needs;
  • Uses exceptional communication skills by mirroring and listening, having a solution-oriented approach, and by under-promising and over-delivering.
  • Handles technical questions related to cookies, login issues, issues on mobile devices, eReaders, video webcasts, podcasts, etc. Comfortable handling questions for both Mac and PCs.
  • Reads and understands subscription and product accounts and conveys the necessary information to customers, handling transactions as required;
  • Obtains and uses thorough product and organizational knowledge about TMC & CSPS – including ready access to information about Church, Library and CSPS events and resources – and integrates this information into communications that inform and up-sell to customers.
  • Masters and leverages knowledge of 3-5 complex fulfillment systems to best serve customers;
  • Familiarizes oneself with all of the self-service and account management portals available to subscribers;
  • Transacts all orders accurately and efficiently;
  • Is aware of and responsive to customer service levels for calls and emails, including contact volume, queues, and wait times, exhibiting a sense of urgency about helping the customer.
• Contributes to team-oriented work as part of the CCC Team. (5%)
  • Takes proactive action in a quick-paced, fluid work environment.
  • Proactively works to improve processes;
  • Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change.
  • Provides back-up to CCC Leads and Supervisors as needed.
• Acquires needed information and communicates customer needs to interested parties. (5%)
  • Uses tools available to stay up-to-date on information, policies, and offers by attending and participating in update training meetings, visiting TMC/CSPS Websites regularly for latest information, and keeping resource materials organized and easily accessible;
  • Provides regular customer feedback to CCC Leadership;
  • Completes other projects as needed in support of TMC and CSPS.
• Provides Executive Support to the Fulfillment and Customer Support Director and department staff (50%)
• Manages the calendar and schedule for the Fulfillment and Customer Support Director, and department calendars where appropriate, to ensure the best use of time and resources
• Arranges travel for the Fulfillment and Customer Support Director and staff, as needed
• Manages on-site events, such as staff retreats and meetings
• Supports the Fulfillment and Customer Support Director by providing appropriate information and documentation for meetings and correspondence with staff, clients and vendors
• Drafts correspondence and memos and proofreads documents to ensure correspondence is professional, accurate and timely
• Handles mail received at the offices of the Church
• Coordinates org-wide technology requirements and changes for the department
• Coordinates department-based facility needs and processes
• Creates and distributes reports as needed by the departments
• Maintains filing; coordinates file archiving and inventory

STAFF MANAGEMENT AND JOB CONTACTS

Reporting Relationships

Supervisor: CCC Supervisor, with dotted line reporting to the Fulfillment and Customer Support Director

Regular Contacts

This position has regular contact with customers, clients, employees, managers, vendors, and other professionals.

JOB REQUIREMENTS

Education/Experience

A college degree and at least two years of professional work experience are required. Experience with writing and customer communications is important, as well as proficiency in the use of modern computer technology.

Knowledge/Skills

Strong written and verbal communication skills are required, along with an excellent knowledge of customer service principles and applications. Ability to take proactive action in a quick-paced, fluid work environment. Demonstrates a willingness to adapt to change, and eagerness to learn new things and contribute toward progressive change. Basic familiarity with the offerings of The Mother Church and the Christian Science Publishing Society is required.

Preference for onsite work in Boston, but may possibly work remotely with periodic visits to the Boston office as needed.

Engagement with Christian Science

Mother Church membership is preferred.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.