Full Time Customer Care Representative

:

Position Summary: Offer exceptional customer service by providing inbound callers with expert product guidance and a creating a positive experience that will build and strengthen relationships with current and future customers. Additionally, respond to electronic and written correspondence.

Essential Job Functions:

• 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.
• Input customer requests into database. Research and review billing, product, or shipping questions. Follow-up with constituent, as necessary.
• Read and analyze incoming e-mails and correspondence of both spiritual and business nature and respond according to written procedures.
• Extract mail and perform scanning processes, as necessary.
• Accept and direct inbound calls to the appropriate department or service.
• Able to be active and available to pray with callers at a minimum of 85% of scheduled ACD (Automotive call distribution) hours during a scheduled time
• Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.
• 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.
• Regular Attendance. Defined in the department as less than 9 points.
• Adhere to all company policies and procedures including all safety guidelines.
• Utilize electronic time management system to input time and attendance.

Non-Essential Job Functions:

• Maintain confidentiality of all work.
• Make outbound calls as required.

Education: Minimum high school diploma or GED equivalent.

Experience:

• Minimum one-year customer service experience, preferably in a call-center environment.
• Demonstrated effective interpersonal and verbal communication skills including phone skills.
• Excellent organizational skills and ability to multi-task efficiently.
• 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:

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

Certificates & Licenses:

Other Requirements:

• Fluent bilingual (Spanish and English) skills preferred, when indicated. Fluency includes reading, writing, and speaking both languages.
• Complete human resources skills testing: MS Word and MS Excel
• If bilingual skill is indicated, human resources skills testing: Spanish-English Translation
• An active data plan with a reputable mobile service provider or a landline, 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.

Physical/Mental Requirements

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+ 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)

C

Inside Work

N/A

Outside Work

N/A

Excessive Noise

C

Sitting/Workstation

C

Use of Hands/Fingers

N/A

Climb - Stairs/Ladders

O

Lifting 10 Max lbs.

N/A

Traveling

N/A

Exposure to Hazards

C

Read/See

N/A

Exposure to Temperatures

C

Talk/Communicate

O

Standing/Walking

N/A

Taste/Smell

N/A

Stoop/Kneel/Crouch/Crawl

N/A

Operate Equipment/Company Vehicles

C

Operate Computers

(List Equipment Type):

O

Reaching: Forward

Work Environment

Office Environment

Statement

The organization has reviewed this to ensure that essential functions, duties, and physical requirements have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and duties may be assigned by supervisors, as deemed appropriate.