Call Center Representative

Description

New Life Ministries (“NLM"), a non-profit Christian organization, has interview opportunities available for a full-time Ministry Service Representative position located in Richardson, TX.

Starting pay: $19.42 per hour.

Ministry Service Representatives respond to callers inquiring about NLM’s resources and various issues addressed on the New Life Live! radio program and NLM's other faith-based communications. Ministry Service Representatives must be comfortable requesting information from callers, which may be sensitive in nature, and asking callers for donations and promoting (selling) programs and products in order to register or connect the caller to the appropriate help resource.

This full-time position is located in NLM’s Richardson, TX office. It is a call center customer service position, not a phone counseling position. This position is scheduled for 8 hours per day, Monday - Friday (NLM's Call Center shifts are staggered to provide coverage between the hours of 8:00 a.m. and 8:00 p.m. CST) Ministry Service Representatives also work some holidays throughout the year.

Responsibilities:

· Answer calls in a caring, attentive manner responding with appropriate identification and greeting; maintain control of the call.

· Assess the caller's needs and recommend the best suited NLM help resource(s), complete sales transactions and present donation opportunities.

· Register participants for NLM workshops, conferences, or counseling and coaching resources, with completed documentation entered in the database system.

· Ensure all data and documentation entered in NLM’s database system is accurate, timely, clear and complete.

· Meet or exceed sales productivity, punctuality, attendance, and performance goals.

· Manage callbacks and call lists in an orderly manner; schedule timely, appropriate follow ups; meet deadlines when given.

· Follow-up with alumni of programs to check on progress and help to address any other needs.

· Be willing and able to pray with callers in a manner consistent with the NLM Statement of Faith.

· Carefully follow departmental policy and regional regulations to report suspected child/elder abuse or neglect.

· Participate in scheduled and unscheduled meetings and training opportunities.

· Other duties as assigned.

Requirement

· Minimum two years of call center and phone sales experience.

· Minimum associate's degree preferred.

· Demonstrates effective problem-solving techniques and an enthusiastic approach to meeting or exceeding goals.

· Proficient in reading and speaking English clearly and distinctly, using appropriate vocabulary and grammar.

· Proficient in English writing skills using correct formatting, sentence structure, grammar, spelling and punctuation.

· Self-motivated with strong discretionary, multi-tasking, and interpersonal relationship skills.

· Ability to communicate effectively and calmly with a diverse, and often struggling and hurting population of individuals.

· Ability to establish rapport with and gain the trust of callers by listening perceptively, conveying compassion, and setting healthy boundaries.

· Ability to quickly identify and respond to acute problem situations requiring immediate coordination of available help resources.

· Proficiency in Microsoft Word and Outlook, with accurate data entry/keyboarding skills.

· Must be willing and able to occasionally attend and/or travel to NLM events as requested in advance by NLM.

· Flexible to call volume variability and frequent or unexpected changes or delays.

· Ability to sit, use a phone headset, and perform data entry tasks for extended periods of time.

· Consistent attendance and punctuality.

As a 501c3 non-profit religious organization, New Life Ministries’ services, communications, and community are Christian based. Callers are primarily Christians seeking help which may involve prayer, scripture reference and other faith-related communication. In addition, all NLM employees have direct communication with NLM’s Christian-based donor support community. As a bona fide occupational qualification, it is imperative all New Life employees agree with, and are able to work in accordance with NLM’s Statement of Faith, which is available for viewing at www.newlife.com (click on the “About New Life” link near the bottom of the web page and then scroll down and select "Statement of Faith”).

Please, no phone calls regarding this position and no out-of-state or out-of-country applications.