Customer Service Representative

Customer Service Representative

Moody Bible Institute is seeking a Customer Service Representative to join our Customer Service Center team in Chicago. The ideal candidate is service-minded, personable, detail-oriented, and comfortable working in a fast-paced environment. If you enjoy interacting with people, learning new systems, and being part of a team committed to serving others with excellence and care, we invite you to consider joining Moody.

In this role, you will often be one of the first points of connection for individuals engaging with Moody Bible Institute and its ministries. You will assist constituents through phone, email, web inquiries, and other communication channels, helping answer questions, resolve needs, process requests, and connect individuals with the appropriate Moody resources.

What You'll Do:

• Serve as a primary point of contact for incoming calls to Moody Bible Institute, Moody Radio, Moody Audio, Donor Resource Management, Planned Giving, and other key ministry phone lines.
• Respond to constituent questions and requests by phone and email, providing accurate information and connecting individuals with the appropriate department or resource when necessary.
• Create a positive constituent experience by listening carefully, identifying needs, and responding with professionalism, empathy, and a service-focused approach.
• Maintain a working knowledge of Moody's ministries, websites, radio broadcasts, events, products, services, and departmental functions to effectively assist constituents.
• Learn and apply organizational and departmental policies, procedures, and resources to provide accurate and consistent information.
• Accurately document and categorize constituent interactions within the appropriate customer service and phone systems.
• Use constituent relationship management systems to process credit card donations, manage Today in the Word subscriptions, support direct-mail premium fulfillment, communicate deceased constituent notifications, and complete other necessary data maintenance.
• Utilize departmental technology and resources, including Microsoft OneNote, Outlook, Teams, Enghouse TouchPoint, Giving App, Help Desk Plus, Recurring Engine, the CSC Phone Directory, and shared departmental resources.
• Maintain and update Customer Service Center documentation and resources as organizational information, processes, and procedures change.
• Contribute ideas and feedback to continuously improve customer service practices, processes, technology, and resources.
• Support Spring Share, Fall Share, Candlelight Carols, and other Stewardship and Development events as assigned.
• Support a collaborative team environment by being prepared and available to respond to calls and emails during scheduled hours and helping maintain appropriate service coverage.
• Perform other related duties and special assignments as needed.

Qualifications:

• Minimum Qualifications: High school diploma or equivalent. Strong verbal and written communication skills. Professional, friendly, and service-oriented phone and email presence. Genuine desire to serve and assist others. Ability to provide excellent customer service in a fast-paced environment. Ability to manage multiple priorities, including simultaneous phone and email requests. Strong attention to detail and commitment to accuracy. Ability to remain organized, composed, and effective while managing a high volume of requests. Ability and willingness to learn new technologies, systems, processes, and procedures. Ability to work collaboratively as part of a customer-focused team. Legally authorized to work in the United States without employer sponsorship.
• Preferred Qualifications: College degree. One to two years of customer service, call center, constituent services, or related experience. Experience using customer relationship management (CRM) systems or similar technology.

Work Environment:

• This is a full-time, in-office position located in Chicago. Schedule: Monday through Friday, 8:00 am to 4:30 pm Work location: Chicago office, five days per week. Travel: No regular travel is expected. This position operates in a professional office environment and routinely uses computers, phones, printers, and other standard office equipment.

Additional Information:

• Candidates must demonstrate alignment with Moody Bible Institute's mission, doctrinal beliefs, and Christian values. Employees are required to affirm Moody's Statement of Faith and adhere to Community Standards.

Why Join Us?

• In addition to meaningful work, you'll be part of a supportive, Christ-centered community that is committed to your professional, personal, and spiritual growth. Medical, dental, and vision insurance Paid vacation, holidays, personal, and sick time Retirement benefits with institutional contributions Tuition benefits Free membership to the Solheim Athletic Center Free On-Campus Parking Professional development opportunities A collaborative and mission-driven academic community Weekly chapel services and opportunities for spiritual growth