Partner Services Rep I - Bilingual

SUMMARY/POSITION OVERVIEW

This position is responsible for handling inbound Customer Service calls, emails, white mail, and voicemails to build and maintain relationships with Partners. Also, functions as a Prayer Minister, as needed, by taking overflow calls, and emails, or by participating in outbound campaigns. Serves as a key representative to Partners for Inspiration Ministries and is responsible for updating Partner records and other personal data captured through the inbound and outbound Prayer Ministry.

Submit updates and changes to the Partner’s personal data as needed. Will work closely with other staff to ensure responsiveness to life cycle changes in the lives of our Partners. Will also work with other departments on issues as needed. Daily workflow may include ministering face to face.

Must be able to perform all assigned duties in English and Spanish.

PRIMARY DUTIES AND RESPONSIBILITIES

• Functions in a support role for the Development, Production, and Administration processes associated with Partner Records and Prayer Ministry activities.
• Serves as a key contact interfacing with partners and managerial staff to ensure accurate partner records and fulfillment processing.
• Works closely with the Prayer Center Supervisor to support timely response to, and proper disposition of, Partner service related concerns/issues, prayer calls, and Facebook comments and inquiries.
• Responsible for handling high volume incoming Partner calls related to record/receipting concerns related to pledge programs, product requests, and product fulfillment issues.
• Monitors and updates the Partner records in the database to ensure the integrity of Partner records being maintained by our database contractor, DPC&S.
• Assists the Prayer Center Supervisor in prayer letter correspondence and other Partner-related issues.
• Assists the Prayer Center Supervisor in the verification of Monthly Activity Reports.

JOB REQUIREMENTS

• Spanish and English Speaking.
• Sound, biblical Christian faith, and evidence of spiritual maturity.
• Must have experience in ministry and be able to understand the implications of God's Word and apply it consistently.
• Preferred…3 to 5 years of demonstrated practical business experience in a customer/partner service position directly involved with ministry oriented direct response, customer service, and media analysis and reporting. Demonstrated ability to multi-task on several projects, maintain focus to ensure quality control, and bring to satisfactory closure each project. Excellent written and verbal skills. Demonstrated ability to work in a team environment to bring multi-faceted projects that cross over organizational boundaries to successful completion. Demonstrated ability to schedule, plan, and coordinate work assignments based on established priorities.
• Minimum…2 to 3 years of demonstrated practical experience in a customer/partner services position with demonstrated ability to bring customer service issues to a mutually beneficial resolution. Excellent written and verbal skills. Ability to follow instructions with minimum direct supervision and commitment to working within corporate guidelines/policies. Team player who can work in a team environment on multi-faceted projects that cross organizational boundaries.
• Ability to operate in a rapidly changing environment with a sense of urgency
• Excellent written and verbal skills
• Ability to communicate with people of multi-cultural and theological backgrounds, and work with minimum direct supervision
• Possess the ability to lead individuals to a relationship with Christ and disciple them
• Must be a team player and exhibit the ability to work in a team environment that crosses over organizational boundaries, multi-cultural and theological backgrounds.
• Works efficiently and accurately under pressure.
• Can-do attitude and ability to positively implement change.

EDUCATION

• Preferred…graduate of a two-year college with a concentration in business administration and direct response marketing.
• Minimum…high school and some trade school training the area of business administration and direct response marketing.

COMPUTER SKILLS

• Preferred…Demonstrated high level of proficiency in Microsoft Word, Excel (creation of spreadsheets), PowerPoint, experience in Access or related database experience (ability to manipulate databases and run queries) is desirable.
• Minimum…Demonstrated high level of proficiency in Microsoft Word, Excel (creation of spreadsheets, charts, graphs, and demographic views), PowerPoint, and Database entry.