Contact Center Associate, Level 1

Job Description

Job Description

The Voice of the Martyrs is a non-profit, inter-denominational Christian organization dedicated to assisting the persecuted church worldwide. VOM was founded in 1967 by Pastor Richard Wurmbrand, who was imprisoned 14 years in Communist Romania for his faith in Christ. His wife, Sabina, was imprisoned for three years. In the 1960s, they were ransomed out of Romania and came to the United States. Through their travels, the Wurmbrands spread the message of the atrocities that Christians face in restricted nations, while establishing a network of offices dedicated to assisting the persecuted church. The Voice of the Martyrs continues in this mission around the world today.

Employees must personally adhere to our statement of faith and five main purposes.

The Voice of the Martyrs Statement of Faith

1. We believe the Bible to be the inspired, the only infallible, authoritative Word of God.
2. We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit.
3. We believe in the deity of our Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood, in His bodily resurrection, in His ascension to the right hand of the Father where He intercedes for us, in His present rule as Head of the Church, and in His personal return in power and glory.
4. We believe that all men and women are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that repentance of sin and faith in Jesus Christ is necessary for regeneration by the Holy Spirit.
5. We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life.
6. We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life in the presence of our Lord, and the lost unto the resurrection of damnation and eternal punishment.
7. We believe in the spiritual unity of believers in our Lord Jesus Christ and that all true believers are members of His body, the Church.
8. We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism.

VOM's Five Purposes

1. To encourage and empower Christians to fulfill the Great Commission in areas of the world where they are persecuted for sharing the gospel of Jesus Christ.
2. To provide practical relief and spiritual support to the families of Christian martyrs.
3. To equip persecuted Christians to love and win to Christ those who are opposed to the gospel in their part of the world.
4. To undertake projects of encouragement, helping believers rebuild their lives and Christian witness in countries that have formerly suffered oppression.
5. To promote the fellowship of all believers by informing the world of the faith and courage of persecuted Christians, thereby inspiring believers to a deeper level of commitment to Christ and involvement in His Great Commission.

Equal Employment Opportunity

In order to provide employment free of discrimination to all individuals, employment decisions at VOM will be based on job qualification, character, and spiritual fitness.

VOM is, and will continue to be, an equal opportunity employer. It is VOM’s policy to abide by all state and federal laws prohibiting discrimination against applicants and/or employees on the basis of race, color, national origin, age, disability, gender, pregnancy, genetic information, military status, or other legally protected status. As a Christian religious organization, VOM is permitted to discriminate in employment on the basis of religion. This means that VOM may terminate, discipline, or refuse to hire any employee or applicant who disagrees with or engages in behavior which is inconsistent with VOM’s religious teachings or beliefs.

VOM believes the Bible teaches that marriage is exclusively the legal union of one man and one woman and that legitimate sexual relations are exercised solely within marriage. Therefore, we do not recognize or condone any marriage between individuals of the same gender or between more than one man and woman; and we believe that extra-marital sexual activity, such as adultery, fornication, incest, homosexuality, pedophilia, bestiality, the creation and/or distribution and/or viewing of pornography, and efforts to alter ones gender, are sinful and incompatible with the Bible and Christian behavior.

VOM will make reasonable accommodation for qualified individuals with known disabilities unless doing so would result in an undue hardship. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

Employees are responsible for understanding, adhering to and strictly enforcing this policy. Staff who feel that they have been unlawfully discriminated against should bring this to the attention of their immediate supervisor (if applicable), director, or Human Resources. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.

All prospective employees will have their references checked and may be subject to a background check and/or drug screening.

Ministry Support Division
Reports to: Contact Center Manager
FLSA Non-Exempt
Hours: Monday-Friday, 8-5

Position Summary. The Contact Center Associate builds positive relationships with constituents by providing excellent customer service via phone and email. This position supports donors and constituents by answering questions, processing transactions, resolving issues, and maintaining accurate records in the donor database, ensuring data integrity and compliance with data confidentiality principles.

Supervisory Responsibilities. None.

Core Duties

1. Constituent Interaction: Answer, place, and manage a high volume of inbound and outbound calls and emails to ensure all questions, requests, and needs are handled or directed appropriately.
2. Issue Resolution: Identify and resolve constituents' inquiries, issues, or complaints, and troubleshoot minor technical issues for the VOM app and account logins.
3. Transaction Processing: Enter donor information, gift amounts with projected designations, and resource orders. Create and update recurring gifts and add different coding structures into the donor database.
4. Database Maintenance: Update constituent records to ensure data accuracy.

Skills and Experience

1. [Required] High school diploma or GED.
2. [Required] 3+ months of call center or customer service experience.
3. [Required] Ability to type 50 words per minute, with accuracy.
4. [Required] Basic Microsoft 365 or Microsoft Office experience.
5. [Required] Strong verbal and written communication skills.
6. [Required] Strong active-listening and problem-solving skills.
7. [Required] Ability to multitask and manage time effectively.

Working Conditions

1. Typical office environment and hours.
2. High-volume data entry, requiring sustained focus.
3. Working under timelines/deadlines to meet department objectives.
4. Requires flexibility and adherence to ministry policies and metrics.
5. Operate call software, computer keyboard, and other data entry devices.
6. Must live in the area and work at VOM’s headquarters in Bartlesville.

Special Requirements

1. Discreet and careful communication with respect to keeping VOM work- and personnel-related information confidential.
2. Must be a biblical disciple.
3. Must participate in the spiritual life of the organization.
4. Agree with and adhere to the VOM Statement of Faith.
5. As allowed under the Americans with Disabilities Act, the employee must be able to perform the essential functions of the job with or without accommodation.