Date Posted: June 27, 2017

Position Summary

Customer Services representatives of Insight for Living Ministries (IFLM) minister to our constituents by providing world-class customer experiences over the phone as well as through processing donations in an accurate and timely manner. To ensure the best customer experiences, each representative must possess a positive attitude, a strong set of skills, and an energetic heart for ministry. Customer Services representatives pray with constituents over the phone and ascertain their needs, recommending biblical resources to solve spiritual needs and cultivate spiritual disciplines.

Customer Services representatives also process incoming constituent mail, ensuring proper data entry and record keeping. As members of the Customer Services Department, Customer Services representatives have a responsibility to bear the fruit of the Spirit and to accurately express the ministry’s beliefs and values in all interactions with constituents, staff members, and vendors.

Core Job Functions

Emotional Intelligence and Interpersonal Skills

  • Examines personal emotions and chooses appropriate emotional expressions
  • Identifies and responds biblically to others’ emotions
  • Intentionally and appropriately connects with constituents and coworkers
  • Carefully listens in order to accurately understand others’ needs (James 1:19)
  • Demonstrates humility, patience, kindness, compassion, and unity (Ephesians 4:2–3, 32)

Problem-Solving Skills

  • Identifies and solves problems proactively and resourcefully
  • Demonstrates personal ownership, follow-through, and accountability
  • Maintains a high sense of urgency leading to solutions within given timelines
  • Exercises critical thinking and sound judgment

Professionalism

  • Communicates objectively and appropriately, always considering the context; when in doubt, consults leadership and/or Human Resources for assistance
  • Abides by the IFLM Employee Handbook and Customer Services Department policies and procedures
  • Arrives on time and communicates time-off requests appropriately
  • Monitors personal stress levels and takes appropriate steps for healthy resolution
  • Sets daily goals and exerts maximum effort to achieve them (Colossians 3:23)

Technical Skills

  • Understands and effectively uses job-related technology, including:
    1. Computer/Internet
    2. MPX database
    3. RTL keying software
    4. Opex and RTL scanning software
    5. IFLM Web site
    6. Microsoft Office Suite (Outlook, Word, etc.)
  • Follows procedures as trained and/or outlined in departmental documentation
  • Completes mail and phone batch processes without errors, ensuring all details and basic math elements (addition, subtraction, etc.) are correct

Customer Service Philosophy

  • Listens carefully to identify needs; verifies information for accuracy
  • Uses past experience and/or present context to anticipate and fulfill needs
  • Exercises empowerment and sound judgment to make choices, balancing constituent and organizational needs
  • Finds ways to fulfill constituent requests, even if personally inconvenient

Professional Development

  • Commits to the challenges of growth and development according to the Professional Development Plan
  • Pursues the designated knowledge and/or experience with a positive attitude
  • Completes assigned tasks with excellence and in a timely manner

Team Member Contribution

  • Models IFLM’s core values through daily conduct
  • Exerts initiative and drive to improve departmental and organizational operations
  • Owns problems, creates solutions, and maintains personal accountability for results

Position Specifications

Job Qualifications

  • Minimum two years’ experience in a customer-service position
  • One-to-two years’ completed college education preferred; experience with database software in lieu of the education considered
  • Passion for IFLM’s teaching, mission, and vision
  • Excellent communication skills on the phone, by e-mail, and in person
  • Strong relational skills with a high level of emotional intelligence
  • High attention to details and excellent organizational skills
  • Highest level of professionalism
  • Humility, a high level of flexibility, a positive attitude, and the ability to work well with others
  • Ability to learn and handle high volumes of information quickly and accurately
  • Ability to type 40+ words per minute
  • Previous call center experience preferred