Customer Care Representative - Ministry

The Urban Alternative
Customer Care Representative- Christian Ministry

Position Purpose

Assists customers daily and records information into computer for customer service by performing the following duties.

Responsibilities/Duties/Functions/Tasks

Essential Duties and Responsibilities include the following:

● Answer customer service lines.
● Handle customer issues (phone, web and email)
● Enter data from TUA mail, rallies and conferences.
● Supplies information to callers about the ministry of TUA.
● Performs some clerical duties such as typing, proofreading, and sorting mail.
● Quotes prices, products and program information to callers.
● Handles all customer service issues – handles complaints concerning orders, resources or services rendered, referring complaints of service failures to designated departments for investigation.

● Enters data from TUA mail, rallies, conferences and other source documents into database following the prescribed procedures for each type of input.

● Compares data entered with source documents, or re-enters data in verification format on screen to detect errors.

● Compiles, sorts, and verifies accuracy of data to be entered.
● Deletes incorrectly entered data and re-enters correct data.
● Balances and closes batches.
● Maintains a daily list of mail, phone and web inquiry counts.
● Re-addresses undeliverable mail bearing incomplete or incorrect address.
● Assist with TUA special projects and events as required.
● Assist fulfillment department with orders.
● Open incoming mail.
● Take and fill orders.

● Other duties may be assigned.

Supervisory Responsibilities

● This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

● Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Respond well to questions.

● Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; presents numerical data effectively.

● Attendance/Punctuality - Is consistently at work and on time. Ensure work responsibilities are covered when absent. Arrive at meetings and appointments on time.

● Customer Service - Demonstrate the ability to manage difficult or emotional customer situations. Respond promptly to customer needs and service requests. Solicit internal and external customer feedback to improve service.
● Computer Skills – Demonstrate advanced working knowledge of Microsoft Office Products including but not limited to Word, Excel, Power Point, and Outlook. Type 40wpm with 95% accuracy.
● Dependability - Follow instructions, respond to management direction. Keep commitments. Willing to commit to long hours of work when necessary to reach goals. Ability to be flexible and dependable.
● Ethics - Inspire the trust of others by keeping commitments and working with integrity, discretion, trustworthiness, and ethically. Maintain confidentiality and trust in all situations. Uphold organizational values.
● Interpersonal Skills - Focus on solving conflict, not blaming. Treat others with respect. Maintain confidentiality. Listen to and accepts feedback from others and remain open to new ideas. Keep emotions under control. Must possess a high sense of discernment, intuition, and aptitude.
● Oral Communication – Communicate primarily in English. Speak clearly and persuasively in positive and/or negative situations. Listen to get clarification. Respond well to questions. Clearly communicate ideas in a group during meetings and when making presentations.
● Planning/Organizing - Prioritize and plan work activities. Effective time-management skills. Plan for additional resources. Set goals and objectives. Develop realistic action plans.
● Problem Solving – Identify and resolve problems in a timely manner and demonstrate the ability to develop alternative solutions. Gather and analyze information skillfully. Flexibility and capability to handle multiple tasks simultaneously. Work well in group problem solving situations. Demonstrate reason even when dealing with emotional topics.
● Professionalism - Approach others in a tactful manner by showing respect and consideration regardless of status or position. React well under pressure.
● Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
● Safety and Security - Observe safety and security procedures. Determine appropriate action beyond guidelines. Report potentially unsafe conditions. Use equipment and materials properly.
● Teamwork - Balance team and individual responsibilities. Exhibit objectivity and openness to others views. Give and welcome feedback. Contribute to building a positive team spirit. Put success of team above own interests. Able to build morale and group commitments to goals and objectives. Support everyones efforts to succeed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

One year certificate from college or technical school; or two years related experience and/or training; or equivalent combination of education and experience.

Other Qualifications

Maintain a growing walk with Jesus Christ through the ongoing spiritual disciplines of
Bible reading, prayer, personal worship, fasting, confession and fellowship.

Must have working knowledge of a computer. Be able to operate basic office equipment such as telephones, adding machine and fax.

Strong interpersonal skills, flexibility and customer service orientation.

Language Skills

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

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to walk and use hands to finger, handle, or feel.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel or classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Work Requirements

Confidentiality of the record is of paramount importance. All managers’ records are
highly confidential.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• How did you hear about this opening?

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 2 years (Required)
• Communication skills: 2 years (Required)
• Customer service: 2 years (Required)
• Data entry: 2 years (Required)

Ability to Relocate:

• DeSoto, TX 75115: Relocate before starting work (Required)

Work Location: In person