The Contact Center Representative I handles inbound/outbound calls related to prayer, donations, product orders, event registrations and customer service inquiries. Resolves issues and complaints including refunds, product delivery, ministry event concerns and requests. Product and service upsells may be incorporated when appropriate. Thorough knowledge of Donor Management and Automatic Call Distributor (ACD) systems will be expected upon completion of training. Assistance at live events may be required as needed.
Duties & Responsibilities: Responsibilities including but not limited to:
Handle daily inbound/outbound calls through ACD Software while utilizing donor management system proficiently.
Follow standards and guidelines for handling prayer calls, donations, product orders, event registrations and customer service calls.
Learn processing of inquiries via the customer service email queue and develop proficiency.
Meet expected service level standards for average call time, after call wrap and other performance standards.
Assists with VIP, Partner and Donor Development as needed.
Engage all callers in a friendly and professional manner.
Retains a pleasant speaking voice and represents the ministry appropriately when working with irate callers.
Performs database maintenance functions as needed and assigned (address corrections, merge duplicate accounts, returned mail, etc.).
Provides additional assistance in obtaining the goals of the department as needed.
At least 1 year of telephone customer service experience.
Type at least 25 WPM
Must have independent critical thinking skills
Ability to bend and lift a minimal of 10 pounds.
The ability to pray for others.
Excellent verbal communication and problem-solving skills.
Intermediate computer skills (i.e. MS Word, Outlook and Data Entry).
Good typing, spelling and written communication skills.
A professional phone voice and intermediate public relations skills.
The ability to multi-task between the current software systems
Employee assistance program
Flexible spending account
Paid time off
Weekend work is required based on support needs for the broadcast schedule
Some travel may be required
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Such tasks shall be capable of being performed with reasonable accommodation, if necessary, that does not impair a business necessity or impose an undue business hardship and without presenting a direct threat to the safety to the applicant or others.
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