Job Title: Customer Service Representative   
Department: Donor Care and Correspondence   
Reports To: Donor Care Manager
Starting Range: Commensurate with Experience plus Medical, Dental, Vision, Life and AD&D benefit Coverages

The mission of CRI is to provide Christians worldwide with carefully researched information and well-reasoned answers that encourage them in faith and equip them to intelligently represent it to people influenced by ideas and teachings that assault or undermine orthodox, biblical Christianity.

SUMMARY
Accepts incoming telephone calls and/or e-mails from donors and constituents.  Has a pleasant telephone voice and Christian demeanor following the Golden Rule with respect to responding to questions, requests, orders and complaints.  Also enters donations and orders into the MPower database and updates the database with notices received for changes in a donor file.  Opens incoming mail and prepares bank deposits.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following, however, other duties may be assigned from time-to-time:

Responsible to God to maintain an exemplary Christian life and be a consistent witness for Jesus Christ, maintaining a courteous Christ-like attitude in dealing with people within and outside of Christian Research Institute.

Adheres to the Christian Research Institute statement of faith.

Accepts incoming telephone calls and/or e-mails from donors and constituents.

Answers theological questions and, if necessary suggests free or other ministry materials.  May refer some questions to the research/correspondence staff.

Accepts and records orders and donations in MPower.  Confirms the radio attribution for the caller.  Verifies donors’ and constituents’ address and telephone numbers. 

Processes incoming mail, inputting orders, recording donations and preparing bank deposits.

May assists in production of special events.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university, preferably with an emphasis in Christianity; or two to four years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS
Above average telephone skills with an emphasis on proper telephone technique and procedures.  Absolutely following the Golden Rule in all donor and constituent contacts.

Ability to write correspondence using strong grammar and spelling skills.  Ability to effectively present information and respond to questions.  Ability to read, analyze, and interpret general periodicals, professional journals, and reference books. Average to above-average computer skills.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, supervisors, customers, and the general public.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

CERTIFICATES, LICENSES, REGISTRATIONS
This position requires no certificates or licenses.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to sit and use hands to operate a computer keyboard and terminal.  The employee is occasionally required to walk.  Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Disclaimer
Please note: due to the heavy volume of resumes received at CRI, individual acknowledgements will not be possible.