GENERAL SUMMARY: The Customer Service Representative is responsible for delivering excellent service standards to build relationships with our customers and donors through multiple customer service channels. CSR serves customers by providing product and service information with accuracy and efficiency as well as problem solving to resolve customer complaints.

ESSENTIAL JOB FUNCTIONS:

1. Builds relationships with customers and donors and promotes ministry vision. Actively develops creative and new means of relationship building to increase ministry engagement from customers and donors.
2. Maintains comprehensive knowledge of the product offerings and programs of Precept to serve customers efficiently and effectively.
3. Assists customers with placing orders and processing returns.
4. Identifies and assesses customers' needs.
5. Provides accurate, valid, and complete information by using the right methods / tools.
6. Updates and maintains databases with customer information.
7. Directs and/or transfers calls according to Precept policies and procedures to the appropriate department or individual.
8. Maintains superior customer service quality levels, while focusing on departmental call metrics.
9. Multitasks CSR responsibilities with other projects.
10. Documents customer interactions to build sustainable relationships and trust with our customers and donors.
11. Resolve customer complaints by providing appropriate solutions and following up to ensure resolution.
12. Serves as liaison to Relationship teams to collaborate and help develop processes to ensure simple and cohesive interaction between the ministry and donors.
13. Actively participates in team training sessions and individual coaching sessions. Responds appropriately to constructive feedback.
14. Represents the interests of our customers and the Partner Services Department in meetings or discussions with other internal departments upon request.
15. Arrive in a timely fashion to be ready and prepared to begin work at the scheduled time, including breaks and meal periods (punctuality and attendance).
16. Performs other duties as assigned by the Director of Partner Services.

KNOWLEDGE, SKILLS, AND ABILITIES:

1. As a Christian, having a personal relationship with Jesus Christ, must agree to Precept’s Doctrinal Statement and conduct his/herself in a Christ-like manner.
2. Thorough understanding of Precept’s core values, mission, and vision statements, as well as its organizational principles and structure, its management, and its administrative, operational and control relationships; and display the ability to work within these parameters properly and effectively.
3. Ability to pray on the phone, encourage with scripture and be comfortable talking about spiritual matters.
4. Thorough knowledge of Precept and Yarrow, the Precept Bible study method, and the various ministries, programs, and activities of Precept.
5. Must be computer literate with a strong understanding of Microsoft Word, Excel, Outlook, and Power Point, and be comfortable using CRM software and other database resources as needed.
6. Must have excellent verbal & written communication skills as well as organization & time management skills.
7. Positive, cheerful attitude and ability to react appropriately to coworkers and individual customer’s needs and desires.
8. Willingness to take on responsibilities as assigned.
9. Self-motivated and patient with a variety of people as well as patience with the broad variance of workload.
10. Possesses the necessary organizational skills to follow through on unusual requests for information and select the proper response utilizing proven problem-solving techniques.
11. Possesses and exhibits the ability to answer the telephone and greet the public in a professional, friendly, and courteous manner.
12. Possesses an elevated level of maturity by consistently exhibiting good judgment, being levelheaded, and personally accountable for positive results.
13. Must be meticulous and possess the ability to multitask and prioritize duties, demonstrating efficient time management.
14. Ability and willingness to listen and understand, provide solutions, and reconsider positions. Handle the giving and receiving of instruction and criticism with professional ethics, tact, and courtesy as well as the flexibility to seek and incorporate input of others into a solid plan of action.
15. Ability to gain an understanding of Precept and Yarrow products and make appropriate recommendations to customers.

TRAINING AND EXPERIENCE: A High school degree or GED is required. A minimum of six months' telephone customer service experience is required. Previous experience with email and live chat preferred.

PHYSICAL REQUIREMENTS:

0-24%

25-49%

50-74%

75-100%

Seeing: Must be able to read/write documents, make eye contact.

X

Hearing: Must be able to hear well enough to communicate with constituents.

X

Standing/Walking/Mobility: Must be able to navigate the facility and travel.

X

Climbing/Stooping/Kneeling: Must be able to navigate the facility and travel.

X

Lifting/Pulling/Pushing: Minimal

X

Fingering/Grasping/Feeling: Must be able to use the computer keyboard and telephone.

X

PHYSICAL DIMENSIONS : Light work. General office environment.