Customer Service Specialist

2 weeks ago

Dallas, Texas, United States New Life Ministries Full time
Position Overview

New Life Ministries ("NLM"), a non-profit Christian organization, is seeking candidates for the role of Customer Service Specialist.

Compensation: $19.42 per hour.

Customer Service Specialists engage with callers seeking information about NLM's resources and various topics discussed on the New Life Live radio program and other faith-oriented communications. Specialists must be adept at handling sensitive inquiries and comfortable discussing donations and promoting programs and products to connect callers with the appropriate resources.

This is a full-time role based in NLM's office. It is a customer service position, not a counseling role. The work schedule consists of 8-hour shifts, Monday through Friday, with coverage required between 8:00 a.m. and 8:00 p.m. Some holiday work may be necessary.

Key Responsibilities:

  • Respond to calls with empathy and professionalism, ensuring proper identification and greeting while maintaining call control.
  • Evaluate caller needs and recommend suitable NLM resources, process sales transactions, and present donation opportunities.
  • Register participants for NLM workshops, seminars, or coaching programs, ensuring accurate documentation in the database.
  • Maintain accuracy and timeliness in data entry and documentation within NLM's database system.
  • Achieve or surpass sales productivity, attendance, and performance targets.
  • Organize callbacks and call lists efficiently; schedule timely follow-ups and meet deadlines.
  • Follow up with program alumni to monitor progress and address additional needs.
  • Be prepared to pray with callers in alignment with NLM's Statement of Faith.
  • Adhere to departmental policies and regulations regarding the reporting of suspected abuse or neglect.
  • Participate in both scheduled and impromptu meetings.
  • Perform other assigned duties as needed.

Qualifications:

  • At least two years of experience in a call center and sales environment.
  • Minimum of an associate degree.
  • Exhibit effective problem-solving skills and a proactive approach to achieving goals.
  • Proficient in clear and distinct English communication, both spoken and written.
  • Strong writing skills with correct grammar, punctuation, and formatting.
  • Self-driven with excellent multi-tasking and interpersonal skills.
  • Ability to communicate effectively with a diverse population, often in distress.
  • Establish rapport and trust with callers through active listening and compassion.
  • Quickly identify and respond to urgent situations requiring immediate resource coordination.
  • Proficient in Microsoft Word and Outlook, with strong data entry skills.
  • Willingness to attend NLM events as required.
  • Adaptable to frequent changes and unexpected situations.
  • Ability to perform data entry tasks and use a phone headset for extended periods.
  • Consistent attendance and punctuality are essential.

As a 501c3 non-profit religious organization, New Life Ministries' services and communications are rooted in Christian principles. Callers are primarily individuals seeking assistance, which may involve prayer and faith-related discussions. All NLM employees engage with a Christian-based donor support community. It is essential that all employees align with NLM's Statement of Faith, which is available for review on the organization's website.

New Life Ministries participates in the federal E-Verify program as outlined in the relevant notice.

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