Customer service representative

Overview

Under the direct supervision of the Manager of Customer Service, you will be responsible for caring for the needs of Moody Bible Institute constituents who contact the Customer Service Center (CSC). You will use multiple computer systems to process requests internally or route constituents to the appropriate departments.

• Proactively encourage all members of the CSC staff to be present, prepared, and available during scheduled times for calls and emails.
• Serve as the primary customer contact and advocate for incoming calls to the six main MBI phone lines.
• Maintain a clear working knowledge of MBI ministries, websites, radio broadcasts, and events to assist callers.
• Maintain thorough knowledge of corporate, department, and internal client policies and procedures related to MBI business and ministries.
• Know all MBI departments, their primary functions, products or services, and websites in order to respond properly to callers.
• Accurately identify the primary client for each call and enter the corresponding wrap-up code in the phone system to determine CSC service charges.
• Be proficient in the use of contributor‑relation management systems to process credit card donations, manage subscriptions, support direct‑mail premium fulfillment, distribute cancellation notifications, and perform data maintenance as needed.
• Use department resources such as MS One Note, Outlook, Teams, CSC Phone Directory, UCB Desktop, Giving App, Help Desk Plus, Recurring Engine, and shared files containing policies, procedures, and documentation.
• Assist in maintaining client documentation and department resources, updating them when MBI’s organizational structure changes.
• Actively participate in continual evaluation of policies, processes, resources, computer systems, and anything else that impacts CSC’s ability to provide stellar customer service.
• Perform other related and special duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.