Job Details
Description
Faith Comes By Hearing (FCBH) is dedicated to providing superior service and support to individuals, donors, pastors, and ministry partners around the world. We are currently seeking a Customer/Donor Services Representative to join our team in our Albuquerque office and serve as ambassadors for our ministry through various communication channels.
Responsibilities include:
- Answers incoming calls on toll free line and the switchboard (4 lines), as well as corporate emails, handling a wide variety of communications appropriately by responding to needs such as: explaining all ministry programs and products; explaining and offering opportunities to provide funding or otherwise engage with the ministry; receiving testimonies; listening and praying; resolving problems with diplomacy, tact, and grace; taking messages for employees, especially Donor Engagement representatives, plus transferring callers to voice mail extensions.
- Provides consistent and superior service to individuals, donors, pastors, and ministry partners, as well as all employees.
- Serves as primary contact for all donation inquiries from non-donors, including all responses from FCBH "lead" solicitations, as well as John Ankerberg viewers/donors who directly contact FCBH.
- Updates customer/donor records in Net Suite and Salesforce and adds appropriate notes from conversation to assist others handling future correspondence.
- Informs donors of current giving opportunities, appeals and initiatives.
- Corresponds with customers, donors, and guests as needed via email, mail, or phone.
- Performs receptionist duties per shift, serving as a point of contact for everyone entering the building, welcoming guests, and accepting deliveries/packages.
- Maintains cash drawer for all store transactions and assists employees with personal check cashing, change, postage purchases, etc.
- Maintains local product inventories.
- Maintains the general appearance of the front desk area.
- Creates daily welcome slides, as well as name tags.
- Monitors parking lot via screen at desk.
- Receives payments and donations.
- Enters product orders in Net Suite; provides replacement devices.
- Enters return credits on customer accounts.
- Administers Every Church Every Village program, including explaining program and offering participation; determining Scripture languages needed; entering order to meet trip dates; sending follow-up emails; communicating to receive pictures and reports; coordinating with regional manager or Donor Engagement representative on larger orders with major donors.
- Assists callers in navigating websites and understanding/accessing resources available, including Bible Brain (API), Global Bible Apps, Gospel Films, SD cards, and MP3 downloads.
- Provides creative solutions to any problem presented.
RequirementsQualifications include:Required- 3 years minimum experience in incoming phone customer service
- Proficiency in Salesforce, NetSuite, and/or similar software
- Proven superior people skills
- Proven ability to handle stressful calls calmly and with grace
- Consistent pleasant tone of voice and demeanor
- Excellent verbal and written communications skills
- Proficiency in MS Word, Excel, Access, and PowerPoint
- Proven ability to work effectively in team environment
- Detail oriented
- Must have reliable transportation
- Servant's heart and love for communicating with all types of people
- Dependable and reliable
- Excellent hand-eye coordination and ability to listen and type simultaneously
Preferred- Customer service experience in ministry setting
- Familiarity with various denominations and how to best relate to church leadership
- Fluency in Spanish, a plus