Representative, Customer Care

Shift: Tuesday - Friday 7am - 4:30pm

Position Summary: Provide exceptional customer service by assisting inbound callers with expert product guidance and creating a positive experience that builds strong relationships with current and prospective customers. In addition to phone support, respond to customer inquiries through written communication channels, including email and chat, ensuring timely, accurate, and professional interactions across all platforms.

Essential Job Functions:

1. Maintain status to accept telephone and electronic constituent orders and requests. Listen to and analyze customer communication to offer appropriate sales recommendations of products that support organizational objectives.
2. Reading, understanding and determining appropriate actions to be taken in Advantage system.
3. Accurately enter and update the required data in scanning software, Mavro.
4. Handle interactions across various communication platforms, including phone, email, and chat.
5. Input customer requests into database. Research and review billing, product, or shipping questions. Follow-up with constituent, as necessary.
6. Read and analyze incoming e-mails and correspondence of both spiritual and business nature and respond according to written procedures.
7. Extract mail and perform scanning processes, as necessary.
8. Accept and direct inbound calls to the appropriate department or service.
9. Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.
10. On occasion, be able to handle sensitive subject matters with professionalism, empathy, and discretion. This may include caller circumstances involving topics such as domestic violence; trauma, abuse; suicide; death; personal health, sexual health; and other sensitive issues that may arise during communications with those individuals in crisis who reach out for prayer. Associate will be provided training on how to handle said situations should they arise.
11. Regular Attendance. Defined in the department as less than 9 points.
12. Adhere to all company policies and procedures including all safety guidelines.
13. Utilize electronic time management system to input time and attendance.

Non-Essential Job Functions:

1. Maintain confidentiality of all work.
2. Make outbound calls as required.

Education: Minimum high school diploma or GED equivalent.

Experience:

1. Minimum one-year customer service experience, preferably in a call-center environment.
2. Demonstrated effective interpersonal and verbal communication skills including phone skills.
3. Excellent organizational skills and ability to multi-task efficiently.
4. Excellent communication and interpersonal skills, with the ability to effectively interact with those in crisis, as well as with individuals at all levels of the organization.

Computer Skills:

1. Minimum intermediate end-user of MS Office Suite: Word, Excel, Outlook and Teams. .
2. Proficient with internet research and mobile device applications.
3. Minimum intermediate end-user of database systems to maintain client account information.
4. Excellent keyboarding skills.

Certificates & Licenses:

Other Requirements:

1. Fluent bilingual (Spanish and English) skills preferred, when indicated. Fluency includes reading, writing, and speaking both languages.
2. Complete human resources skills testing: MS Word and MS Excel
3. If bilingual skill is indicated, human resources skills testing: Spanish-English Translation
4. An active data plan with a reputable mobile service provider, ensuring reliable and secure access to the company's data center for login authentication.

Competency Statements:

• Quality: Able to provide high quality services and products while consistently seeking ways to improve outcomes and enhance service.
• Accountability: Able to demonstrate commitment to the position and accepts responsibility for personal actions.
• Values: Able to promote a safe and inclusive environment of integrity and honesty.

Work Environment & Physical Requirements

Activity

Frequency


Inside Work


C


Outside Work


N/A


Use of Hands/Fingers


C


Lifting/Carrying: up to 25 lbs


O


Climb- Stairs/Ladders


N/A


Reach (select): Overhead /Forward


O


Sitting/Workstation


C


Traveling


N/A


Exposure to Hazards


N/A


Excessive Noise


N/A


Exposure to Temperatures


N/A


Operate Computer


C


Talk/Communicate


C


Operate Company Vehicles


N/A


Taste/Smell:


N/A


Standing/Walking


O


Stoop/Kneel/Crouch/Crawl


N/A


Read/See/Hear


C


Operating Equipment: telephone system, headset, calculator, copier, call center scheduling software, other equipment


C


Other Equipment


N/A


Personal Protection Equipment


N/A

N/A Not Applicable Activity - Not applicable to this occupation

O Occasionally Position requires this activity up to 0-27% of the time (02.5 or < hrs/day)

F Frequently Position requires this activity up to 27-61% of the time (02.5-5.5 hrs/day)

C Constantly Position requires this activity up to 61-100% of the time (5.5+ hrs/day)

Additional Information

Work Environment: Office Environment

Acknowledgment

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.