Partner Services Rep I - Bilingual

Description

POSITION OVERVIEW

This position is responsible for handling inbound Customer Service calls, emails, white mail, and voicemails to build and maintain relationships with Partners. Also, functions as a Prayer Minister, as needed, by taking overflow calls, and emails, or by participating in outbound campaigns. Serves as a key representative to Partners for Inspiration Ministries and is responsible for updating Partner records and other personal data captured through the inbound and outbound calls.

Submit updates and changes to the Partner’s personal data as needed. Work closely with other staff to ensure responsiveness to life cycle changes in the lives of our Partners. Also works with other departments on issues as needed. Daily workflow may include ministering face to face.

Must be able to perform all assigned duties in English and Spanish.

PRIMARY DUTIES AND RESPONSIBILITIES

• Functions in a support role for the Development, Production, and Administration processes associated with Partner Records and Prayer Ministry activities.
• Serves as a key contact interfacing with partners and managerial staff to ensure accurate partner records and fulfillment processing.
• Works closely with the International Prayer Center (IPC) Supervisor to support timely response to, and proper disposition of, Partner service-related concerns/issues, prayer calls, Facebook comments, and inquiries.
• Responsible for handling high volume incoming Partner calls related to record/receipting concerns related to pledge programs, product requests, and product fulfillment issues.
• Monitors and updates the Partner records in the database to ensure the integrity of Partner records being maintained by our database contractor, DPC&S.
• Assists the IPC Supervisor in prayer letter correspondence and other Partner-related issues.
• Assists the IPC Supervisor in the verification of Monthly Activity Reports.
• Other duties as assigned.

Requirements

JOB REQUIREMENTS

• Proficient in Spanish and English.
• Sound, biblical Christian faith, and evidence of spiritual maturity.
• Must have experience in ministry and be able to understand the implications of God's Word and apply it consistently.
• Preferred…3 to 5 years of demonstrated practical business experience in a customer/partner service position directly involved with ministry oriented direct response, customer service, and media analysis and reporting. Demonstrated ability to multi-task on several projects, maintain focus to ensure quality control, and bring to satisfactory closure each project. Excellent written and verbal skills. Demonstrated ability to work in a team environment to bring multi-faceted projects that cross over organizational boundaries to successful completion. Demonstrated ability to schedule, plan, and coordinate work assignments based on established priorities.
• Minimum…2 to 3 years of demonstrated practical experience in a customer/partner services position with demonstrated ability to bring customer service issues to a mutually beneficial resolution. Excellent written and verbal skills. Ability to follow instructions with minimum direct supervision and commitment to working within corporate guidelines/policies. Team player who can work in a team environment on multi-faceted projects that cross organizational boundaries.
• Ability to operate in a rapidly changing environment with a sense of urgency
• Excellent written and verbal skills
• Ability to communicate with people of multi-cultural and theological backgrounds, and work with minimum direct supervision
• Possess the ability to lead individuals to a relationship with Christ and disciple them
• Must be a team player and exhibit the ability to work in a team environment that crosses over organizational boundaries, multi-cultural and theological backgrounds.
• Works efficiently and accurately under pressure.
• Can-do attitude and ability to positively implement change.

EDUCATION

• Preferred…graduate of a two-year college with a concentration in business administration and direct response marketing.
• Minimum…high school and some trade school training the area of business administration and direct response marketing.

COMPUTER SKILLS

• Preferred…Demonstrated high level of proficiency in Microsoft Word, Excel (creation of spreadsheets), PowerPoint, experience in Access or related database experience (ability to manipulate databases and run queries) is desirable.
• Minimum…Demonstrated high level of proficiency in Microsoft Word, Excel (creation of spreadsheets, charts, graphs, and demographic views), PowerPoint, and Database entry.

PHYSICAL DEMANDS & WORK ENVIRONMENT

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 not exposed to weather conditions outside of normal travel between locations. Ability to commute between business office locations is required.
• The noise level in the work environment is usually moderate.
• Typical office environment; may experience minor discomfort from extensive use of a computer display and keyboard; travel between buildings on campus and between campuses; may travel out-of-town to attend training and meetings on an as needed basis.