Partner Care Representative Bilingual

Partner Care Representative

At Awana, we believe true change happens in the communities when children and youth are transformed by the gospel and engaged in Biblical discipleship in the presence of a caring adult. We believe that kids can come to know, love and serve Jesus, following Him for a lifetime. This is why, for 75+ years, Awana has been working with leaders in local churches in the US and around the world, providing solutions that equip these women and men to make disciples in children and youth.

Today, God is using Awana to reach over 10 million kids in 140 countries around the world. With over 500,000 equipped leaders in 91,000 clubs/churches, Awana is able to play a vital role in global evangelism and discipleship of children and youth. If you are passionate about being integral to reaching kids with the gospel, join us, and become a part of our global cause.

At our ministry, we are passionate about forming lasting faith in every child, everywhere! As a Partner Care Representative, you will play an important role in furthering our mission by providing excellent care and support to our partner (churches, ministry leaders, volunteers, etc.), for the purpose of inspiring and equipping them for child discipleship.

Collaborating with our Child Discipleship Missionary, Curriculum, Discipleship Engagement, Donor Development, Supply Chain, and various other internal teams, this position's primary focus is to serve our partners through issue resolution and being a centralized resource for Awana related information.

You will thrive in this role if you can successfully combine a desire to serve and delight our callers with empathy, problem solving, and follow-up skills with an aptitude for basic math and details, while having a heart for mission work that directly impacts the lives of children and youth around the world. We are seeking someone who views customer service work not just as a series of tasks, but as vital ministry work with eternal value.

This position is a hybrid role with the majority of work being performed from home with occasional in-office expectations primarily in our St. Charles, IL office. Typical work hours will be 8am to 4:30pm CST Monday through Friday.

Hiring Range for this position is: $16 to $17.50 an hour.

Who We Are Looking For:

• Team player who supports, upholds and demonstrates the Awana values in internal and external communications and relationships.
• Collaborative partner who has a natural ability to create genuine relationships with our internal team and external partners.
• Logical problem solver who proactively communicates workflow and/or deadline status to the team.
• Self-motivated, goal-oriented professional with a passion for helping fuel exponential ministry growth.
• Flexible team member who is open to taking on new responsibilities and easily adapts to shifting priorities and needs.
• Champion of children to belong, believe and become resilient disciples.

Key Responsibilities:

Partner Communication and Support

• Answer phones, voicemails, and emails in a fast-paced call center environment, both in Spanish and English.
• Serve as primary point of contact on our Spanish phone line.
• Work the partner care inbox for emails and return voicemail messages, as needed or directed.
• Interact with donor partners via phone, written communication, or assisting with donations.
• Onboard new partners and communicate discipleship solution options available to them.
• Communicate any product, website, system issues or concerns from partners to the supervisor for immediate attention.

Issue Resolution and Account Management

• Clarify, investigate, and take proper actions to resolve partner issues, including follow-up phone calls or emails.
• Provide donor support by sending donor receipts via email or mail, processing credit card payments or refunds, updating credit card information, or modifying donation recipients.
• Resolve partner account and/or order issues by finding solutions to in congruent account balances or order inventory, sending receipts via email or mail, and processing credit card refunds.
• Update church accounts and make appropriate notes in Salesforce regarding account activity.

Order Processing and Data Management

• Enter orders into Salesforce CRM while on the phone with partners, or from email.
• Assist partners with using MyAwana to update leaders, church staff, and digital files for their church.
• Use a third-party logistics client portal to access information on the status of orders being processed.

Digital and Product Support

• Assist customers in navigating websites to track packages, access training videos, find online resources, or purchase products.
• Learn and apply knowledge of products, programs, and curricula offered for organizations, parents, grandparents, and local churches to share the gospel of Jesus Christ.

Team Collaboration and Professional Development

• Proactively enhance expertise in systems, solutions, and personal development as directed by team leadership.
• Provide assistance to co-workers as needed,…