• Job Description

  Req#: R0013351

  The Customer Service Representative will empower churches, individuals, and partners to thrive in their mission involvement by providing them with essential resources, valuable information, and strategic connections, ultimately leading to heightened engagement and success in their mission-driven pursuits.

  
  Location: Richmond, VA Headquarters
  Schedule: Hybrid-3 days in the office after initial training period
  Rate: Hourly commensurate with experience + great benefits!
  Hours: Full Time

  Responsibilities:

  • Provides superior customer support to IMB constituents and personnel by answering incoming questions and requests via telephone, email, and chat.
  • Manages open cases in Customer Service software and completing appropriate follow-up procedures to ensure 100% resolution.
  • Update records in CRM, E-commerce and Customer Service solutions to ensure accurate contact information, activity records, IMB engagement, etc. for churches and individuals in order to serve constituents well and provide comprehensive profiles to IMB teams as they connect with churches.
  • Process orders for churches, staff and personnel to provide mobilization and training products, ensuring the selection of the right products to meet the needs
  • Maintain an in-depth knowledge of IMB vision and strategy, products, pathways, and events in order to mobilize churches and individuals with the best resource or opportunity for their missions involvement.
  • Assist constituents with connections to Field Personnel and connection networks, evaluating requests to determine best connections while maintaining appropriate security precautions and strategic considerations.
  • Assist with IMB marketing and retention strategies including but not limited to utilizing inbound interactions with constituents to promote IMB events, pathways and connections and participating in outbound promotions or follow-up calling.

  
  Requirements:

  • Preference given to an active member of a Southern Baptist church.
  • Knowledge of International Mission Board and Southern Baptist Convention
  • Associate's degree, preferred
  • Minimum of 1-3 years working in a customer or service-related role
  • Bi-lingual in Spanish is strongly preferred
  • Experience in Customer Service Platforms, CRM and/ Order Management Software.
  • Intermediate skills in Microsoft Office Suite
  • Good problem solving and communication skills (written & verbal).
  • Detailed oriented, organized, and self-starter.

  Benefits and Perks:

  • Medical insurance with choice of 3 plans, dental, vision, HSA and FSA benefit plans (and more!)

  • Short- and long-term disability and basic life insurance coverage (employer paid) - with supplemental coverage available

  • 403(b) Retirement Plan Savings - with 5% employer contribution plus up to a 4% matching contribution, fully vested after 3 years

  • 21 days of paid time off accrued in the first year, plus 11 paid holidays and the week between Christmas and New Years

  • Volunteer Mission Trip Benefits so you can experience mission life first hand by working with our teams overseas

  • Tuition discounts - including 100% tuition free from SEBTS for you and your children

  • See a summary of our comprehensive benefits package for full time regular and contract employees here.

  -

  Worker Type:

  Employee

  Regular

  Time Type:

  Full time

• About the company

  The IMB’s mission is ‌to serve Southern Baptists in carrying out the Great Commission to make disciples of all nations​

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