Part-Time Customer Service Representative

Moody Publishers•Chicago, IL

17h•$20 - $24•Onsite

About The Position

Under the direct supervision of the Manager of Customer Service, to take personal responsibility for caring for the needs of Moody Bible Institute customers making contact through the Customer Service Center (CSC). Provide service to the customers by processing their requests in CSC or by routing the customers, or their information to the proper departments. CSC is the entry point for customers coming into MBI on seven main phone numbers and email addresses. We strive to meet the needs of our customers quickly and accurately via multiple computer systems.

Requirements

High School Diploma or Equivalent
Must have excellent phone and email presence
Be a good communicator
Enjoys serving customers at a fast pace
Ability to multi-task caring for phone and email requests
Ability to utilize various computer systems to place orders
Must be accurate, have a mind for details, and the ability to thrive under pressure
Able to work in the U.S. legally without sponsorship

Nice To Haves

One or more years of Customer Service Experience

Responsibilities

Be responsible for the proactive encouragement of all members of the CSC staff, which includes being present, prepared, and available to take calls at your scheduled times, and to refrain from leaving without proper staff coverage
Be the primary customer contact and advocate for incoming calls to six main MBI phone lines: Local MBI, Toll Free MBI, Moody Radio, Moody Audio, Donor Resource Management’s, and Planned Giving’s external numbers
Maintain a clear, working knowledge of MBI ministries, web sites, radio broadcasts, and events in order to assist with caller inquiries or requests
Maintain a thorough knowledge of corporate, department, and internal client policies and procedures related to MBI business and ministries
Maintain a thorough knowledge of all MBI departments, their primary functions, their products or services, and their web sites in order to respond properly to callers
Accurately identify the primary client for each call and enter the corresponding wrap up code in the phone system to determine CSC service charges to clients/departments
Must be proficient in the use of our contributor relation management systems in order to process credit card donations, manage all Today in the Word subscriptions, support direct-mail premium fulfillment, distribute decease notifications, and any other data maintenance needed.
Be proficient in the use of the following department resources: MS OneNote, MS Outlook, MS Teams, CSC Phone Directory, Enghouse Touchpoint, Giving App, Help Desk Plus, Recurring Engine, and shared files containing other department and client policies, procedures, and documentation
Assist in maintaining client documentation.
Actively participate in the continual evaluation of policies, processes, resources, computer systems, and anything else that impacts CSC’s ability to provide our clients and callers with stellar customer service
Assist in Spring Share, Fall Share, and Candlelight Carols, and other Stewardship and Development events as assigned.
Perform other related and special duties as assigned.