Title: Associate Response Center Representative, My Hope -Outbound
Department: Response Center
Status: Associate
Summary:
Places a variety of telephone calls to pastors, church leaders, and Billy Graham Evangelistic Association (BGEA) Regional Coordinators and volunteers, entering data received and providing excellent customer service in accordance with departmental standards and procedures, during the life of BGEA’s My Hope evangelistic effort.

Description:

Essential Duties and Responsibilities:

• Places numerous telephone calls to pastors extending invitations to BGEA events
• Handles calls expeditiously, courteously, and tactfully in keeping with departmental standards and procedures
• Gains and maintains familiarity with departmental and organizational procedures, informational material, BGEA history and current events, and other resources to support call efforts, efficiency, and effectiveness
• Contacts pastors to inform them of available materials, key event dates, materials distribution locations, and other appropriate details of My Hope project
• Performs phone surveys to track the progress of My Hope

Marginal Duties and Responsibilities:

• Provides assistance for incoming My Hope calls as necessary
• Attends Response Center and My Hope staff meetings as needed

Reporting Relationships:

• Reports to Response Center Team Leader
• Relates to Assistant Manager/Trainer
• Relates to My Hope Database Supervisor
• Coordinates, exchanges information, and cooperates with Response Center Representatives
and Regional Coordinators

Job Specifications:

Skills and Knowledge:

• Minimum of high school education required, with minimum of one (1) year of customer service and call center experience preferred
• General knowledge of BGEA and Samaritan’s Purse, and agreement with their related philosophies and principles
• Solid, active Christian testimony and walk
• Demonstrated ability to handle multiple issues and processes simultaneously, such as interacting with caller while entering data into automated system
• Experience with computer, Microsoft Office software (Word, Excel), data entry
• Accurate keyboarding skill of 35 wpm or more
• Basic mathematic and spelling skills
• Excellent voice and verbal communications skills, with ability to interact with callers in a Christ-like, professional manner
• Ability to work cooperatively, with flexibility to adapt to change
• Excellent initiative, with ability to work productively with minimal supervision
• Ability to maintain confidentiality
• Ability to converse confidently and politely with pastors, church leaders, and others
• Total commitment to evangelistic vision of My Hope project

Physical/Mental Demands:

• Ability to work at computer workstation for extended periods

Working Conditions:

• Work is performed in a conventional office call center environment, with calls occasionally being subject to quality monitoring
• Work involves close interaction with others
• Work involves a varying partial-day schedule, with flexibility to work 7-8 hour shift arrangements between the hours of 9:00 a.m. and 10:00 p.m.
• Work schedules may occasionally consist of up to 29 hours in certain weeks, as needed
• Position need is anticipated to begin in August, 2012, potentially extending through early 2014
• Associate employment typically consists of up to nineteen (19) hours weekly, not to exceed 1,000 hours in a calendar year