Customer / Donor Services Representative

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.

Requirements

Qualifications 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