Customer Service Representative at Moody Bible Institute

Objective

Under the direct supervision of the Manager of Customer Service, to take personal responsibility for caring for the needs of Moody Bible Institute constituents making contact through the Customer Service Center (CSC). Provide service to the constituents by processing their requests internally in CSC, or by routing the constituents or their information to the proper departments. CSC is the entry point for customers coming into MBI on seven main phone numbers and email addresses. We strive to meet the needs of our constituents quickly and accurately via multiple computer systems.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Be responsible for the proactive encouragement of all members of the CSC staff, which includes being present, prepared, and available to take calls and emails at your scheduled times, and to refrain from leaving without proper staff coverage
• Be the primary customer contact and advocate for incoming calls to six main MBI phone lines: Local MBI, Toll Free MBI, Moody Radio, Moody Audio, Donor Resource Management’s, and Planned Giving’s external numbers
• Maintain a clear, working knowledge of MBI ministries, web sites, radio broadcasts, and events in order to assist with caller inquiries or requests
• Maintain a thorough knowledge of corporate, department, and internal client policies and procedures related to MBI business and ministries
• Maintain a thorough knowledge of all MBI departments, their primary functions, their products or services, and their web sites in order to respond properly to callers
• Accurately identify the primary client for each call and enter the corresponding wrap up code in the phone system to determine CSC service charges to clients/departments
• Must be proficient in the use of our contributor relation management systems in order to process credit card donations, manage all Today in the Word subscriptions, support direct-mail premium fulfillment, distribute decease notifications, and any other data maintenance needed
• Be proficient in the use of the following department resources: MS OneNote, MS Outlook, MS Teams, CSC Phone Directory, UCB Desktop, Giving App, Help Desk Plus, Recurring Engine, and shared files containing other department and client policies, procedures, and documentation
• Assist in maintaining client documentation and our department resources, reflecting any updates as needed when the MBI organizational structure changes
• Actively participate in the continual evaluation of policies, processes, resources, computer systems, and anything else that impacts CSC’s ability to provide our clients and callers with stellar customer service
• Perform other related and special duties as assigned

Minimum Requirements

• High School Diploma or Equivalent
• Must have excellent phone and email presence
• Be a good communicator
• Enjoys serving customers at a fast pace
• Ability to multi-task caring for phone and email requests
• Must be accurate, have a mind for details, and the ability to thrive under pressure
• Able to work in the U.S. legally without sponsorship

Preferred Requirements

• College Degree
• Customer Service Experience

Work Environment/Conditions

Moody Bible Institute is a Christian-based Higher Education and Media Ministry. We exist to equip people with the Truth of God’s Word. If you are mission-minded, and have a servant’s heart, join us as we look to further impact the Kingdom of God.

This position operates in a professional, in-office environment. This role routinely uses standard office equipment such as computers, phones, and printers.

This is a full-time position: Monday through Friday, during the hours of 8:00 a.m. to 4:30 p.m.

This position requires being in the Chicago office five days a week.

No travel is expected for this position.

Additional Information

Moody Bible Institute is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation. Candidates must align with MBI’s Christian identity.  Employees are expected to sign a Statement of Faith and adhere to the Community Standards.

We comply with all applicable laws pertaining to nondiscrimination on the basis of race, color, national origin, sex, age, disability, and any other applicable legally protected category.  As a religious institution, we have the right to, and do, require that employees hold beliefs consistent with our Doctrinal Statement and conduct themselves in a manner consistent with our religious beliefs, as explained in our Community Standards.