Customer / Donor Services Representative

Faith Comes By Hearing (FCBH) is dedicated to providing superior service and support to individuals, donors, pastors, and ministry partners around the world. We are currently seeking a Customer/Donor Services Representative to join our team in our Albuquerque office and serve as ambassadors for our ministry through various communication channels.

Responsibilities include:

§ Answers incoming calls on toll free line and the switchboard (4 lines), as well as corporate emails, handling a wide variety of communications appropriately by responding to needs such as: explaining all ministry programs and products; explaining and offering opportunities to provide funding or otherwise engage with the ministry; receiving testimonies; listening and praying; resolving problems with diplomacy, tact, and grace; taking messages for employees, especially Donor Engagement representatives, plus transferring callers to voice mail extensions.

§ Provides consistent and superior service to individuals, donors, pastors, and ministry partners, as well as all employees.

§ Serves as primary contact for all donation inquiries from non-donors, including all responses from FCBH “lead” solicitations, as well as John Ankerberg viewers/donors who directly contact FCBH.

§ Updates customer/donor records in Net Suite and Salesforce and adds appropriate notes from conversation to assist others handling future correspondence.

§ Informs donors of current giving opportunities, appeals and initiatives.

§ Corresponds with customers, donors, and guests as needed via email, mail, or phone.

§ Performs receptionist duties per shift, serving as a point of contact for everyone entering the building, welcoming guests, and accepting deliveries/packages.

§ Maintains cash drawer for all store transactions and assists employees with personal check cashing, change, postage purchases, etc.

§ Maintains local product inventories.

§ Maintains the general appearance of the front desk area.

§ Creates daily welcome slides, as well as name tags.

§ Monitors parking lot via screen at desk.

§ Receives payments and donations.

§ Enters product orders in Net Suite; provides replacement devices.

§ Enters return credits on customer accounts.

§ Administers Every Church Every Village program, including explaining program and offering participation; determining Scripture languages needed; entering order to meet trip dates; sending follow-up emails; communicating to receive pictures and reports; coordinating with regional manager or Donor Engagement representative on larger orders with major donors.

§ Assists callers in navigating websites and understanding/accessing resources available, including Bible Brain (API), Global Bible Apps, Gospel Films, SD cards, and MP3 downloads.

§ Provides creative solutions to any problem presented.

Qualifications include:

Required

§ 3 years minimum experience in incoming phone customer service

§ Proficiency in Salesforce, NetSuite, and/or similar software

§ Proven superior people skills

§ Proven ability to handle stressful calls calmly and with grace

§ Consistent pleasant tone of voice and demeanor

§ Excellent verbal and written communications skills

§ Proficiency in MS Word, Excel, Access, and PowerPoint

§ Proven ability to work effectively in team environment

§ Detail oriented

§ Must have reliable transportation

§ Servant’s heart and love for communicating with all types of people

§ Dependable and reliable

§ Excellent hand-eye coordination and ability to listen and type simultaneously

Preferred

§ Customer service experience in ministry setting

§ Familiarity with various denominations and how to best relate to church leadership

§ Fluency in Spanish, a plus