Customer Service Representative -Specialized

DEPARTMENT:

Customer Services

 

POSITION SUMMARY: Deliver the best customer service possible. Interacts directly with churches and their staff providing training and hands-on technical and logistical support for Churches sponsoring Evangelistic Campaigns.

 

AUTHORITY & ACCOUNTABILITY: Authority is delegated by Assoc. Evangelism and Tech Directors.

 

ESSENTIAL POSITION FUNCTIONS:

  • Tech and logistical support to churches
  • Receive and make calls to churches in need of support for VOP events.
    • Retrieve and respond to voicemails related to campaign needs.
    • Monitor and respond to email questions and comments, answering questions finding solutions, and if needed forwarding questions to the appropriate person(s) at VOP.
    • Assist churches with training, support, and logistical needs
    • Other duties as needed.

 

Training of Tech and logistical support to churches

 

POSITION SPECIFICATIONS:

 

1. QUALIFICATIONS, SCOPE, & COMPLEXITY OF DUTIES:

Education

  • College degree or equivalent.

Experience

  • Two years of experience in customer service preferred, dealing directly with customers.

Skills

  • Maintain ongoing technical proficiency in each of the software platforms used by VOP’s local church evangelism ministry.
  • Stay current with latest trends in technology
  • Proficiency in Microsoft Office Suite and Google Suite.
  • Enjoy and be adept serving customers on the telephone.
  • Ability to type a minimum of 45 wpm.
  • Must possess strong customer service and leadership qualities.
  • Ability to multitask with excellent time-management skills.

Member of Seventh-day Adventist Church

Level of Authority and Responsibility

  • Responsible to Manager

Scope and Complexity of Job Duties

  • The use of the following machines may be required each day: computer, video equipment, calculator, multi-line telephone, point of sale software.
  • Needs to possess accuracy, flexibility, good judgment, and patience.
  • Needs to be a self-starter, empathetic toward customers, a team player, and honest.

 

2. INTERPERSONAL RELATIONSHIPS:

  • At VOP:
    • Works closely with other Evangelism Department employees
    • Occasional contact with other departments.
  • Outside VOP:
    • Answers listener/viewers telephone inquiries, answers customer inquiries
  • Principal Contact: Manager
  • Secondary Contact: Evangelism Department Director

 

3. WORKING CONDITIONS:

  • Moderate to high stress due to meeting critical daily deadlines.
  • Viewing computer screen(s) for long periods of time.
  • Prolonged sitting. Accommodations can be made. (A standing desk is provided and can be used if desired)
  • Repetitive motion from keyboard use.

Physical Requirements (percentages are approximations)

  • Standing 8% of the time (depends on use of standing desk)
  • Sitting and working on a computer 80%
  • Walking 10%
  • Reaching 2%

Statistics

  • Hours: PT less than 19 hrs per week
  • Requires variable hours: Occasionally
  • Requires weekend work: Occasionally
  • Special clothing: None
  • Equipment: None
  • Safety gear: None