customer service representative

About the Role

Under the direct supervision of the Manager of Customer Service, to take personal responsibility for caring for the needs of Moody Bible Institute constituents making contact through the Customer Service Center (CSC). Provide service to the constituents by processing their requests internally in CSC, or by routing the constituents or their information to the proper departments. CSC is the entry point for customers coming into MBI on seven main phone numbers and email addresses. We strive to meet the needs of our constituents quickly and accurately via multiple computer systems.

Essential Functions

Reasonable accommodations may be made to enable individuals with Disabilities To Perform The Essential Functions Of The Position.

• Be responsible for the proactive encouragement of all members of the CSC staff, which includes being present, prepared, and available to take calls and emails at your scheduled times, and to refrain from leaving without proper staff coverage
• Be the primary customer contact and advocate for incoming calls to six main MBI phone lines: Local MBI, Toll Free MBI, Moody Radio, Moody Audio, Donor Resource Managements, and Planned Givings external numbers
• Maintain a clear, working knowledge of MBI ministries, web sites, radio broadcasts, and events in order to assist with caller inquiries or requests
• Maintain a thorough knowledge of corporate, department, and internal client policies and procedures related to MBI business and ministries
• Maintain a thorough knowledge of all MBI departments, their primary functions, their products or services, and their web sites 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 to clients/departments
• Must be proficient in the use of our contributor relation management systems in order to process credit card donations, manage all Today in the Word subscriptions, support direct-mail premium fulfillment, distribute decease notifications, and any other data maintenance needed
• Be proficient in the use of the following department resources: MS OneNote, MS Outlook, MS Teams, CSC Phone Directory, UCB Desktop, Giving App, Help Desk Plus, Recurring Engine, and shared files containing other department and client policies, procedures, and documentation
• Assist in maintaining client documentation and our department resources, reflecting any updates as needed when the MBI organizational structure changes
• Actively participate in the continual evaluation of policies, processes, resources, computer systems, and anything else that impacts CSCs ability to provide our clients and callers with stellar customer service
• Perform other related and special duties as assigned