Title: Bilingual Response Center Representative (Spanish/English), My Hope
Department: Response Center
Status: Full-Time
Summary:
Responds to Spanish and English language callers to Billy Graham Evangelistic Association (BGEA) and Samaritan’s Purse (SP), with intentional focus on My Hope project, performing all duties in accordance with departmental standards and procedures for the determined duration of BGEA’s My Hope evangelistic effort.

Description:

Essential Duties and Responsibilities:

• Responds to incoming My Hope RSVP Spanish calls as they are received on individual’s login identification
• Promptly analyzes requirements of calls or needs of caller and generates timely connection to the proper solution by listening, locating information, answering questions, or transferring the call to a particular specified department or area
• Attends all required Response Center, My Hope staff meetings, as requested
• Studies departmental and BGEA procedures, informational material, BGEA history, BGEA current events, and other resources provided by My Hope Response Center staff in order to understand and respond appropriately
• Receives constructive input from co-workers and leadership
• Accurately records data from callers into Response Center database systems as necessary, including data related to mailing list changes, recording/forwarding requests for materials, and entering credit card contribution information

Marginal Duties and Responsibilities:

• Cross-trains to support section and departmental goals
• Places calls to pastors and church leaders, extending invitations to My Hope events, and informing them of available materials, key event dates, materials distribution locations, and other appropriate details of My Hope project
• Provides e-mail response support as needed
• Performs variety of other duties as directed

Reporting Relationships:

• Reports to Outbound Call Team Lead, My Hope
• Has no supervisory responsibilities

Job Specifications:

Skills and Knowledge:

• Some college required, with bachelor-level degree preferred
• Ability to speak, read, and write in English and Spanish required
• Computer literacy, with Microsoft Word, Excel, and Outlook experience preferred
• Keyboarding skills of at least 40 wpm
• Excellent knowledge of writings and perspectives of BGEA and Graham family, and commitment to faithfully represent BGEA in all responses
• High level of discernment in identifying needs from written materials
• Self-motivation to perform identified assignments and to productively monitor work pace and interactions
• Teachability, with openness to ongoing learning and correction
• Willingness to submit to and support My Hope/Response Center guidelines
• Ability to work in a business professional production environment
• Excellent attention to detail and goal orientation
• Ability to prioritize work as directed by management
• Demonstrated flexibility in focus with changing production needs

Physical/Mental Demands:

• Ability to work under pressure
• Ability to work at computer/telephone workstation for extended periods

Working Conditions:

• Work is typically performed in a conventional office technology and call center environment
• This is a full-time, temporary position serving BGEA’s My Hope project, with a projected position end date to occur during or before the first quarter of 2014