Position: Contact Center Representative – Level 1 FLSA: Hourly
Department: Business Performance Office/Contact Center Date: 9/1/18
The Contact Center Representative Level 1 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. This position requires learning to process inquiries via email queue and demonstrate a high level of proficiency in all aspects of performance in order to reach Contact Center Representative Level 2.
Essential Job Functions:
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.
Knowledge, Skills, and Abilities Required:
Born Again with a high level of commitment to the Lord Jesus Christ.
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.
A minimum of 6 months telephone customer service experience.
Typical Physical Demands:
Ability to bend and lift a minimal of 10 pounds.
Works under normal conditions in an office environment.
Weekend work is required based on support needs for the broadcast schedule.
Some travel may be required.
This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with this job. It does however reflect the principal job elements of this position.
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