Beneficiary Services Call Center Manager, North American Disaster Relief

Overview

Get Involved! Samaritan's Purse is seeking a Beneficiary Services Call Center Manager to join our team in Aurora, IL
. You can be a part of a highly professional North American Disaster Relief team. In this role, you will manage a team that focuses on care for NADR and U.S. Rebuild beneficiaries. You will oversee the day-to-day activities of the Beneficiary Services Call Center, including managing the workflow for the phone system and other tasks. Come and use your gifts daily to advance the Gospel!

• Maintain your personal relationship with Jesus Christ and be an effective witness for Him.
• Manage beneficiary communication through a call center of both permanent and on-call employees. Ensure beneficiaries are well cared for and provide a high level of support to staff with a focus on continual training.
• Develop a robust training program; ensuring that the team is able to field questions for both NADR and U.S. Rebuild beneficiaries. Work with the NADR and U.S. Rebuild teams to ensure program guidelines are clearly understood and communicated to the team.
• Serve as the point of contact for difficult or escalated situations. Provide training for staff on how to handle difficult phone calls and manage conflict.
• Manage the workflow for the Beneficiary Service Representative team, adjusting call patterns as needed to manage both incoming and outgoing beneficiary calls.
• Manage the staffing schedule to account for surge support as needed during large scale disasters.
• Work with other departments and areas as needed to facilitate call support for the ministry.
• All other duties as assigned.

• Bachelor's degree (B.A.) and three (3) to five (5) years related experience and/or training; or equivalent combination of education and experience
• Intermediate technology skills
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines
• Highly effective verbal and written communication skills
• Ability to adapt quickly to change
• Active listening and critical thinking skills
• Ability to identify with and understand another person's experience or point of view
• Thorough knowledge of conflict management and leadership principles
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Twelve credit hours of college-level Biblical Studies preferred, not required

Job Location: Aurora, IL

Type: Full-time

Language Requirement: Fluency in English

Salary: 56,

• This location is eligible for a Geographical Differential. Details will be discussed in the interview process.

• Medical, prescription, dental & vision insurance
• Flexible Spending Account (FSA)
• Long-term and Short-term disability insurance
• Paid Family Medical Leave
• Term Life Insurance
• 401(k) retirement savings plan
• 10 paid holidays
• 12 vacation/personal days
• 10 sick days

Samaritan's Purse is a nondenominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world. Since 1970, Samaritan's Purse has helped meet needs of people who are victims of war, poverty, natural disasters, disease, and famine with the purpose of sharing God s love through His Son, Jesus Christ. The organization serves the Church worldwide to promote the Gospel of the Lord Jesus Christ.

• We believe the Bible to be the inspired, the only infallible, authoritative Word of God. (1 Thessalonians 2:13; 2 Timothy 3:15-17)
• We believe that there is one God, eternally existent in three persons:
  Father, Son, and Holy Spirit. (Matthew 28:19; John 10:30; Ephesians 4:4-6)
• We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory. (Various citations)
• We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. (Various citations)
• We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. (Various citations)
• We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment. (Various citations)
• We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church. (Various citations)
• We believe that the ministry of evangelism and discipleship is a responsibility of all followers of Jesus Christ. (Various citations)
• We believe Gods plan for human sexuality is to be expressed only within the context of marriage, that God created…