Job Title: Customer Service Representative 

Reports to: Customer Service Manager

Department: Donor Relations

 Messenger International is a ministry with a divine calling to develop uncompromising followers of Christ who transform our world and therefore, this position will be filled by a candidate who 1) embodies the core beliefs of our Organization with respect to God, The Bible, and God’s function in our everyday life and 2) champions our fundamental commitment as an Organization to spread the gospel to the world. 

 Summary: 

This position will connect customers and other donors with the mission and vision of Messenger International through relationship-based practice, positioning resources, providing excellent customer service, and donor development.

 Essential Duties and Responsibilities 

·      Provide introductory information about our mission and ministry to new customers and prospective donors

·      Manage large amounts of incoming phone calls, emails, and live chats

·      Provide support to customers looking to purchase resources, make donations, ask questions about resources, and learn more about Messenger International

o   Identify and assess customers’ needs and triage influx of customer service requests to appropriate team members

o   Provide service support through live chat, inbound and outbound phone calls, emails, and social media

o   Generate sales orders through Shopify

o   Inform customers and donors about additional products, services, or relevant events

o   Keep records of customer interactions in CRM (Salesforce) and chat systems

o   Troubleshoot common issues with a product or service

o   Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

o   Be able to answer questions around course content and basic biblical concepts

·      Pray with customers and donors over the phone proactively and by request

·      Identify church and individual partnership opportunities and transition lead to Donor Relationship Manager

·      Build sustainable relationships and trust with customer through open and interactive communication

·      Go the extra mile to engage customers with our mission and resources

·       Other duties as needed

 Competency & Qualifications: 

To perform the job successfully, an individual must demonstrate the following competencies and meet the established requirements. 

·       Familiarity with the Messenger International mission and resources is a plus

·       Strong phone contact handling skills and active listening

·       Comfortable praying with people over the phone

·       Familiarity with CRM systems (Salesforce) and practices

·       Customer orientation and ability to adapt/respond to different types of characters

·       Excellent verbal and written communication skills

·       Must be results-oriented, creative, energetic, and possess a strong phone presence

·       Ability to work independently and solve problems

·       Ability to multi-task, prioritize, and manage time effectively

·       Experience handling inquiries by chat, email, and phone

·       Proven customer support experience and track record of success in previous roles

·       Experience working with Salesforce or similar CRM, Gmail, Intercom, Shopify, and Zoom is preferred

·       Be able to follow communication procedures, guidelines and policies

·       Familiar with the Christian market

 

Other Requirements:

·      Physical Requirements: There are no special requirements to complete the duties of this position other than being able to sit for extended periods of time

·       Language Skills:

o   Ability to read and comprehend simple instructions, short correspondence, and memos. 

o   Ability to write simple correspondence 

o   Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the Organization

 Education and/or Experience: 

·         High School Diploma

·         Some Experience selling to, or working with, a Christian demographic is preferred

 Compensation and Benefits:

·         Part time hourly position

·         Occasional additional hours needed during busy season and as work demands 

·         Required to live in Colorado Springs, Colorado or the surrounding area

·         Eligible for up to a week of paid time off (PTO) within first year of hire

·         Eligible for participation in the Organization’s 401k program six months after hire

·         Medical benefits are not eligible for part time employees