Christian Response Representative - Outbound

For over 70 years, The Billy Graham Evangelistic Association (BGEA) has proclaimed the Gospel through its various ministries. Work locations include headquarters in Charlotte, North Carolina; the Billy Graham Library in Charlotte; the Billy Graham Training Center at the Cove (BGTC) in Asheville, North Carolina; Blue Ridge Broadcasting (BRB) in Asheville; or a field office abroad. All employees are part of a team of committed Christians working together to reach people globally with the Gospel.

About the Role

The Donor Ministries Department at BGEA cultivates meaningful, long-term relationships with ministry supporters and develops new relationships with prospective partners. The goal is to grow a strong base of support through special events, personal visits, and mailings. The department includes a core office staff and a regionally based field team serving individuals, families, and foundations that support BGEA with gifts and prayers.

The Christian Response Representative - Outbound places outbound calls to constituents, providing excellent customer service. This role also assists the inbound Christian Response team with calls and inquiries, delivering a positive, relationally-focused caller experience. The Prayer Line ministry operates 24/7, with spiritually trained representatives answering calls for prayer and presenting the Gospel. TVTM supports responses to Billy Graham Classic TV programs.

Ministry Requirements

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him
• Faithfully upholds BGEA in prayer
• Participates in daily BGEA staff devotions, including Bible reading and leading group prayer as scheduled
• Demonstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations
• Effectively represents Jesus Christ within both personal and professional spheres of influence

Responsibilities

• Listens to callers, assesses their needs, and finds spiritually sensitive, creative solutions in a fast-paced environment
• Answers incoming calls warmly, consistently, and promptly with tact and courtesy
• Organizes, prioritizes, and completes multiple tasks in a high-volume environment
• Places outbound calls to constituents to express appreciation for gifts, offer prayer, and extend invitations to special events
• Handles calls expeditiously, courteously, and tactfully, adhering to departmental standards, policies, and procedures
• Gains familiarity with departmental and organizational procedures, informational material, BGEA history, and current events to support call efforts
• Analyzes call requirements or caller needs, connects to proper solutions by listening, locating information, answering questions, or transferring calls
• Accurately records caller data into BGEA database systems, including mailing list changes, material requests, and credit card contributions
• Receptive to coaching and feedback; exhibits self-motivation, a positive attitude, and teamwork
• Attends Christian Response staff meetings as required
• Cross-trained to serve in any area of Christian Response
• Performs other duties as assigned

Qualifications

• Demonstrated ability to handle multiple tasks simultaneously, such as talking on the phone while entering information on the computer
• Excellent verbal and written communication skills
• Experience organizing, prioritizing, and completing tasks in a high-volume environment
• Customer service and/or previous telephone experience preferred
• Good basic math and spelling skills
• Active listening skills
• Clear telephone voice
• Desire to be part of a team and assist callers and staff
• Cooperative, flexible, and optimistic about change
• Minimum 35 wpm typing ability
• Proficient with Microsoft Office
• Ability to multitask
• Proficient in general computer troubleshooting
• Excellent customer service skills

Physical/Mental Demands

• Confident and secure handling difficult and emotional callers
• Agrees to respect and accept responsibility for confidential information
• Significant time required using a PC while talking on the telephone

Working Conditions

• Standard cubicle environment with PC, phone, printer, and copier access
• Close interaction with other people
• Vacation and time off require supervisor approval
• Flexible scheduling, including Saturdays

Mission Statement

Continuing the lifelong work of Billy Graham, the Billy Graham Evangelistic Association exists to support and extend the evangelistic calling and ministry of Franklin Graham by proclaiming the Gospel of the Lord Jesus Christ to all we can by every effective means available to us and by equipping the church and others to do the same.

Statement of Faith

• We believe the Bible to be the inspired, the only infallible, authoritative Word of God revealing the love of God to the world. (1 Thessalonians 2:13; 2 Timothy 3:15-17; John 3:16).
• 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. (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15).
• 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. Furthermore, we believe that God will reward the righteous with eternal life in heaven, and that He will banish the unrighteous to everlasting punishment in hell. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7).
• We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10).
• 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. (1 Corinthians 15:51-57; Revelation 20:11-15).
• 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. (1 Corinthians 12:12, 27; Ephesians 1:22-23).
• We believe that the ministry of evangelism and discipleship is a responsibility of all followers of Jesus Christ. (Matthew 28:18-20; Acts 1:8; Romans 10:9-15; 1 Peter 3:15).
• We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made for each other. God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female. (Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9).
• We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism. (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15).
• We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen. (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10).
• We believe God wonderfully and immutably creates each person a biological male or female. These two distinct, but complementary sexes together reflect the image and likeness of God. Rejection of one’s biological sex is a rejection of God’s merciful design and creative order. (Genesis 1:26-27; Mark 10:6; 1 Corinthians 6:9; Deuteronomy 22:5).

Expectations for Ministry Employment

• Acknowledges that the Lord Jesus Christ is their personal Savior and that they are a personal representative of Him.
• Understands that BGEA is a Christian organization whose purpose is proclaiming the Gospel of the Lord Jesus Christ.
• Agrees that the purpose of their employment is to further BGEA’s Christian purpose and that their role plays a vital part in carrying out its mission.
• Understands they must exhibit conduct consistent with BGEA’s expectations, whether at work or away, in keeping with scriptural teachings and BGEA’s Statement of Faith and policies.
• Understands BGEA has the right and responsibility to ensure its Christian religious purpose is upheld with the highest standards and is not harmed by conduct inconsistent with the Bible, BGE