What are the responsibilities and job description for the Contact Center Rep position at The Potter’s House?
The Contact Center Representative I is responsible for providing exceptional customer service to individuals reaching out to the religious organization for support, information, and assistance. This role requires a compassionate, patient, and empathetic approach to serving members, guests, and the broader community. Representatives will handle a variety of inquiries related to religious services, events, donations, and other organizational activities. Duties & Responsibilities : Responsibilities including but not limited to : Answer inbound calls, emails, and online inquiries with professionalism, empathy, and accuracy. Provide information regarding religious services, events, programs, and other services offered by the organization. Assist with donation processing and answering related questions. Record, track, and follow up on inquiries and requests in the customer relationship management (CRM) system. Maintain a thorough knowledge of the organization's mission, programs, and events to offer accurate information to callers. Offer prayer and emotional support to individuals in need, when appropriate and in line with the organization's values. Direct inquiries to the appropriate staff or department when necessary. Assist in scheduling appointments or coordinating event registrations. Handle sensitive and confidential information with discretion. Provide feedback to leadership on common inquiries or concerns from the community. Maintain positive and professional communication with team members, staff, and volunteers. Perform other duties as assigned. Basic Qualifications : High school diploma or equivalent required; some college coursework or religious studies preferred. Previous experience in a contact center, customer service, or similar role is a plus. Must be able to type 30-35 WPM Preferred Qualifications : Strong communication skills (both verbal and written). Ability to remain calm and compassionate in high-pressure situations. Comfortable with technology, including phone systems, CRM software, and basic office software. Knowledge of the organization's religious practices and beliefs is a plus. Empathy, patience, and a service-oriented attitude. Physical Demands : Ability to sit for extended periods while answering calls and working on a computer. Occasional light lifting may be required (up to 20 lbs). Benefits : 401(k) 401(k) matching Dental / Vision insurance Employee assistance program Flexible spending accounts Health insurance Life insurance Paid time off Tuition reimbursement Schedule : 8-hour shift (Monday- Friday) This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Such tasks shall be capable of being performed with reasonable accommodation, if necessary, that does not impair a business necessity or impose an undue business hardship and without presenting a direct threat to the safety to the applicant or others. Powered by JazzHR
