Customer Service Representative Lead

Description

Position at CRISTA Resources

This is a Full-Time position at CRISTA Ministries in Shoreline, WA.

Compensation : $27.55 - $34.00 per hour, DOE

Benefits : Competitive package including medical, dental, vision, up to 85% King’s school discount for dependent child(ren) (K-12) and 4-weeks of paid parental leave.

COMPANY OVERVIEW CRISTA Ministries ( CRISTA ) is a Christian church community that exists to exercise and express its Christianbeliefs.

At the core of our Christian church community is the belief that as Christians, we are part of the priesthood of all believers, set forth in I Peter 2.

WebelievethispriesthoodcallingrestsuponallChristiansandisa foundational,spiritualpracticeof ourCRISTAcommunity.Thispriesthoodcallingevokeswithinustheresponsetoviewourworkasour ministry.

Webelievethatallofourcommunity are ministers of the gospel andplayequallyimportantrolesinexercising, expressing and teaching our beliefs (I Corinthians 12 : 17-23).

CRISTA exists to make known the love of Jesus Christ through demonstrated works of service and ministry. We use every method available so that the people of the world may hear the Gospel, accept Christ as their Savior, and grow in their faith.

We are a united family of Biblical Ministries inspired by a shared vision to serve and impact the young through the elderly, all cultures and backgrounds, in our own backyard and around the world through excellence in our service and operations.

By leading a healthy and sustainable organization, CRISTA empowers its ministries to serve the needs of the world and share the Gospel, making disciples.

Our commitment is to glorify, honor and obey the Lord in all we do through a workforce of ministers : our staff and volunteers who are called, committed, and faithful Christians.

CRISTA leads five distinct ministries in alignment with our calling to draw people into a transforming relationship with Christ.

From World Concern’s relief and development efforts around the globe; from CRISTA Media’s stations that broadcast uplifting messages and music through your radio dials to the fireside songs that bring joy to campers year-round at CRISTA Camps ;

from the young minds equipped with knowledge at King’s Schools to the seniors receiving exceptional care at CRISTA Senior Living .

Whether traversing the globe or right in our backyard, the CRISTA family of ministries is empowered to meet the needs of those we serve with the Gospel of Jesus Christ.

CRISTA MINISTRIES MISSION & VISION STATEMENTS

• Mission Statement : CRISTA is a family of Ministries empowered to serve the needs of the World with the Gospel of Jesus Christ.
• Vision Statement : To transform lives with the Gospel of Jesus Christ through sustainable, Biblical Christian ministries.

CRISTA MINISTRIES CORE VALUES

• Christ-Centered : We approach our work by faith, prayerfully believing God will do the miraculous.
• Servanthood : We serve our world by meeting needs practically and spiritually.
• Uncompromising Integrity : We are honest, transparent, and trustworthy reflecting Jesus in all we do.
• Holy Stewardship : We honor and maximize the potential of the resources, assets, and people God has entrusted to us.
• Excellence : We serve with excellence knowing that we represent God in our work, words, and actions.
• Unified Team : We are One CRISTA, united in the vision to transform lives with the Gospel of Jesus Christ.

POSITION SUMMARY The Customer Service Representative Lead within the Donor Operations team will serve as the liaison between donors and other departments of CRISTA.

Provide Godly support to donors from across all ministries of CRISTA by responding to inquiries via phone, e-mail and in person.

Produce exceptional customer service such as active listening, follow up and rapport building that can drive a positive donor experience.

Perform duties assigned to Customer Service Representatives Level 1 and 2, which may include daily office tasks, supporting other team members, and completing other duties as assigned.

ESSENTIAL FUNCTIONS (General overview and may not include all details of responsibilities) DUTIES

Provide Donor Care :

• Respond to and answer phone calls and e-mails.
• Problem solve and provide excellent customer service.
• Follow up on transactions with declined credit cards via phone and email.
• Process requests for individual receipt reprints as well as requests for US Annual Giving Summaries and Canadian tax receipts.
• Update contact information in Salesforce based on communication with donors (IE : marital status, address changes, solicitation preferences, .

Produce new donor thank you call reports, distribute to part time callers, upload call reports to Salesforce.

Gift Processing :

• Code checks received (via mail or hand delivery).
• Code gifts received via electronic deposit such as DAFs, stock gifts, IRA and EFTs.
• Manage matching gift communications and logins.
• Process donations over the phone as needed.
• Review monthly credit card decline reports and divide out monthly calls amongst all Customer Service Representatives.
• Update Recurring donations as needed using Fundraise Up.
• Send outstanding / pledge gift follow up notifications.

Event and Reconciliation Support :

• Use appropriate platforms (IE : Greater Giving, RunSignup, Shopify, Fundraise Up) to pull reports for fundraising events, GGG, or peer to peer fundraisers.
• Liaison with Accounting pre and post event to ensure money is reconciled timely and accurately (IE : King’s Auction, WC Transform).
• Assist donors with platform website navigation.

Cross Department Collaboration :

• Problem solve questions about donations with Accounting (IE : duplicate charges, gift adjustments, refunds).
• Assist Donor Relations with questions as they arise.
• Stay current on fundraising campaigns and events and attend various meetings about events.
• Track donations and support on-air team during radio fundraisers as needed.
• Provide training to new team members as needed.

Manage World Concern Global Gift Guide Intake Process :

• Liaison with Creative House regarding collateral needs, donor feedback, website, etc.
• Provides coding to Accounting for GGG orders.
• Reconciliation with Shopify when needed.
• Fulfillment of orders using Shopify as needed (this includes processing note card requests)
• Assist donors with platform navigation, donations and questions.

Work collaboratively with supervisor, coworkers and customers.

Attend and participate in CRISTA Family Gatherings, All-Staff Chapels, team or ministry devotionals and department monthly meetings.

Provide support to Director of Donor Operations as needed.

Other duties as assigned.

Conduct that reflects well on CRISTA Ministries and aligns with its mission, vision, Statement of Faith and Christian Community Representative Commitment (CCC).

ESSENTIAL QUALIFICATIONS CHRIST CENTERED

• Belief that Jesus Christ is Lord and Savior
• Is a committed Christian who is dedicated to continued spiritual growth and development as evidenced through a growing personal walk with God (.

daily spiritual rhythms of prayer, fellowship, Bible study, etc).

• Prayerfully seeks God’s will in their own lives and in their ministry at CRISTA.
• Engages our ministry including staff and colleagues through prayer, participation in spiritual practices, leading devotionals and other spiritual practices.
• Affirms, aligns with and supports CRISTA’s Statement of Faith and Christian Community Representative Statement (CCC).
• Conducts themselves in a manner which reflects well on CRISTA Ministries and aligns with its mission, vision, Statement of Faith and Christian Community Representative Commitment (CCC).
• Demonstrates the values of a CRISTA leader.

EDUCATION

Associate or College Degree

EXPERIENCE

• Five years of high-level office management skills
• Five years of customer service experience
• Excellent administrative ability

SOFTWARE / EQUIPMENT KNOWLEDGE

MS Office, Salesforce, Shopify, Fundraise Up, and Greater Giving

OTHER CONSIDERATIONS

• Capability to work on campus Tuesday through Thursday.
• Demonstrate ability to multi-task and to shift priorities as circumstances demand.
• Ability to shift priorities as circumstances demand.
• Demonstrate ability to take the initiative complete projects without supervision.
• Be available to back up other Customer Services Representatives as needed.
• Able to lift 25 pounds.
• Excellent administrative, writing and project management skills.
• Able to gain a high level of proficiency in the use of software essential for required tasks.

PREFERRED QUALIFICATIONS EDUCATION

College Degree

EXPERIENCE

• Customer Service
• Payment reconciliation

SOFTWARE / EQUIPMENT KNOWLEDGE

Proficiency in MS Office, CRM systems such as Salesforce

OTHER CONSIDERATIONS

Able to work 40 hours a week between hours of 8am-5pm, on campus Monday-Friday.

STATEMENT OF NONDISCRIMINTATION

CRISTA is a Christian, religious organization that lives out its faith-based mission through five ministries : CRISTA Camps, CRISTA Media, CRISTA Senior Living, King’s Schools, and World Concern.

As permitted by Title VII of the Civil Rights Act of 1964, CRISTA reserves the right to prefer employees of a particular religion and to require its employees to hold certain religious beliefs, engage in certain religious observances, and engage in or refrain from engaging in certain behavior, based on CRISTA’s religious beliefs.

CRISTA’s employees must agree with and support without reservation CRISTA’s Statement of Faith and must conduct themselves in accordance with the religious beliefs and practices that flow from that Statement of Faith and CRISTA’s Christian Community Policy.

Among those employees and employment applicants who agree with and support without reservation and abide by the Statement of Faith and CRISTA’s Christian Community Policy, CRISTA does not unlawfully discriminate on the basis of race, color, national origin, age, sex, disability, genetic information, or any other protected characteristic.

Based on its religious beliefs, CRISTA values and respects the dignity of all persons and appreciates the diversity of God’s creation.