Member Support Associate

Purpose and Scope

The Gideons International is a faith-based, membership-driven organization dedicated to winning others to Christ. Our team serves alongside Christian brothers and sisters in a caring environment, supporting Gideons and Auxiliary in their mission. This position is primarily customer service, serving as first impressions ambassadors on behalf of The Gideons International. Essential Job Functions

• Receive daily incoming calls in a warm, friendly manner while assisting the caller and/or routing them to the appropriate personnel/departments
• Respond to electronic messages (tickets, emails) in a caring, timely, and attentive manner and/or directing them to the appropriate personnel/departments
• Aid members by placing merchandise and Scripture orders
• Maintain knowledge of the products and programs to efficiently serve the members
• Assist members in general policy-related questions found in The Gideons International Operations Manual
• Aid members in navigating and using online member resources (websites, mobile apps), when applicable
• Practice security compliance with credit card and ACH payments
• Research membership information, as required
• Maintain membership records from multiple sources while updating member information in our database and/or ticketing system
• Process membership dues payments
• Process applications for membership
• Be willing and able to pray with callers
• Cross-train for other job duties in Member Support
• Other duties as assigned by the Manager or Team Lead
• Participate in scheduled and unscheduled meetings

Essential Knowledge, Skills, And Training & Development

• Non-physical
• Follow verbal and written instructions
• Excellent writing, grammar, and communication skills, while being detail-oriented
• Proven ability to keep a big picture perspective, while dealing with very detailed information
• Proven ability to demonstrate a knowledge and understanding of confidentiality
• Proven ability to provide analytical and strong organizational skills
• Ability to communicate effectively in writing and verbally with Membership, outside vendors, senior leaders, International Cabinet
• Demonstrates the organization’s culture in all behaviors and language
• Takes personal initiative and is a positive example for others to emulate

Physical Reasonable Accommodations

• Stand, walk, sit, talk, and hear
• Extensive phone duties

Technical Requirements

• Ability to use PC and widely used software applications, especially Microsoft Office applications
• Capable of logging phone call notes into a ticketing system while managing workload
• Learn new software applications as necessary

Mission Critical Competencies

• Shared Values
• Integrity
• Excellence
• Open Communications
• Stewardship

Core Competencies

• Actively learns, demonstrates, and fosters the organization’s culture in all actions and words
• Takes personal initiative and is a positive example for others to emulate
• Ability to understand the fundamental business drivers and communicate the state of business and provide strategic recommendations to management
• Proven ability to keep a big picture perspective while dealing with very detailed information
• Foster Open Communications and Approachability
• Positive and Constructive Attitude
• Business Acumen
• Process Management
• Decision Quality
• Problem Solving
• Dealing with Ambiguity
• Perspective
• Ability to challenge the status quo
• Self-Management and Emotional Intelligence
• Time Management
• Perspective
• Active Knowledge Sharing & Continuous Learning

Work Environment And Time Requirements

• Climate-controlled office environment
• 8-hour workday
• Variations in work volume sometimes require extended working hours
• Some potential for a hybrid remote work schedule
• Travel required (limited)

Minimum Qualifications

• High School diploma or equivalent (GED)
• PC experience, especially in Microsoft Office applications
• Successful completion of a background screen

Preferred Qualifications

• 2-year Associated Degree
• 2-5 years of office/administrative experience