Under direct supervision of the Customer Service Supervisor, take personal responsibility for caring for the needs of MBI customers making contact through the Customer Service Center (CSC). Provide service to the customer by processing their request in CSC or by routing the caller or information to the proper department.

• Be responsible for being a proactive encourager of all members of the CSC staff which includes being present, prepared and available to take calls at your scheduled times and to refrain from leaving the phones without proper staff coverage
• Be the primary phone contact and customer advocate for incoming calls to five main MBI phone lines: Local MBI, Toll Free MBI, Today in the Word, Ticket Sales and WMBI general number
• Maintain a clear, working knowledge of MBI ministries, web sites, radio broadcasts and events in order to assist 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 all calls 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 the PeopleSoft Contributor Relations system 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
• Must be proficient in the use of the SeatAdvisor Box Office (SABO) ticketing system to process ticket sales by credit card for any MBI ticketed events, making certain to communicate event description, guidelines and restrictions with each caller
• Be proficient in the use of department resources: AZZ Business Card File, MS Outlook, CSC Phone Directory, CSC Wiki and shared files containing other department and client policies, procedures and documentation
• Assist the phone supervisors in maintaining client documentation, our department resources, and reflecting the updates needed when the MBI organizational structure changes
• Recognize situations and circumstances that require immediate action that must be taken to communicate information, comments or problems outside of CSC
• Actively participate in the continual evaluation of policies, processes, resources, computer systems and anything else that impacts CSC’s ability to serve our clients and callers with stellar customer service

• Perform other related and special duties as assigned
• Must have excellent phone presence
• A good communicator
• Enjoys serving customers at a fast pace
• Ability to multi-task caring for phone requests
• Ability to utilize various computer systems to place orders
• Must be accurate, have a mind for details and the ability to thrive under pressure