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 callers or information to the proper departments. CSC is the entry point for calls coming into MBI on six main phone numbers. We strive to meet the needs of our phone customers quickly and accurately via multiple computer systems. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. - Be responsible for proactively encouraging 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 the phones without proper staff coverage
- Be the primary phone contact and customer advocate for incoming calls to six main MBI phone lines: Audio, Local MBI, Toll Free MBI, Moody Radio Resource, Ticket Sales and WMBI general number
- 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 the PeopleSoft Contributor Relations system 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
- Must be proficient in the use of the SeatAdvisor Box Office (SABO) ticketing system to process ticket sales by credit card for any MBI ticketed events, making certain to communicate event descriptions, guidelines and restrictions with each caller
- Be proficient in the use of the following department resources: MS OneNote, MS Outlook, CSC Phone Directory, CSC Wiki and shared files containing other department and client policies, procedures and documentation
- Assist in maintaining client documentation and our department resources, reflecting any updates as needed when the MBI organizational structure changes
- 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
- Perform other related and special duties as assigned
Minimum Requirements - High School Diploma or Equivalent
- Must have excellent phone presence
- Be a good communicator
- Enjoys serving customers at a fast pace
- Ability to multi-task caring for phone 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 US legally without sponsorship
Preferred Requirements - College Degree
- 2-3 Years of Customer Service Experience
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If interested in applying please contact the CTC staff at virizarry02@iwe.staugustine.edu
Please indicate in the subject line the title of this posting.
