Customer Service Representative

Professional Career•Chicago, IL

20d•Onsite

About The Position

Moody Bible Institute is seeking a Customer Service Representative to join their Customer Service Center team in Chicago. This role is crucial as it often serves as the first point of contact for individuals interacting with Moody Bible Institute and its ministries. The representative will assist constituents via phone, email, and web inquiries, addressing questions, resolving issues, processing requests, and directing individuals to the appropriate Moody resources. The ideal candidate is service-minded, personable, detail-oriented, and comfortable in a fast-paced setting, with a genuine desire to help others, solve problems, and create positive experiences.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.