Customer Care Representative: Orchard Alliance

Orchard Alliance, a subsidiary of The Christian and Missionary Alliance (the C&MA), is seeking a full-time Customer Care Representative. This onsite position is located at the National Office of the C&MA in Colorado Springs.

Posted on November 5, 2019

Related Ministries

The customer care representative position reports to the AVP for Customer Care. The primary role for this position involves communicating with customers either via phone, email, or face-to-face, and provides an exceptional customer experience. The individual holding this position will act as a liaison by providing product or service information and resolving problems our customers may face with accuracy and efficiency.

Qualifications:

In addition to 3+ years of customer service or related experience, the ideal candidate will have:

  • Associates degree in business or related field; or equivalent combination of related education and experience
  • Ability to build strong working relationships, internal and external to the organization
  • Ability to apply common sense understanding to carry out instructions furnished in written or oral form
  • Ability to deal with problems involving several concrete variables in standardized situations
  • Ability to write routine reports and correspondence
  • Ability to effectively present and comprehend information from coworkers and management
  • Proficiency with Microsoft Office products preferred
    • Office suite (Outlook, Excel, Word, PowerPoint, etc.)
    • SharePoint
    • Microsoft Dynamics CRM
  • Experience with banking, planned giving, and accounting programs preferred
    • Sparak
    • PGCalc
    • Sungard
  • Must attend an evangelical, Christian church and must be committed to a lifestyle that honors God and reflects positively on the Christian testimony of the C&MA

If you do not have all of the above qualifications but still believe you could be a good fit for this position, don’t hesitate to submit your resume for consideration.

Primary Duties and Responsibilities:

  • Passionately contribute to a customer-focused environment and consistently surpass customer expectations
  • Manage incoming calls
  • Nurture product sales opportunities
  • Identify and assess customer needs to exceed expectations and delight our customers
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide thorough, timely, and accurate responses to customer inquiries, needs, or concerns by using the correct methods/tools
  • Meet personal/Customer Care team goals
  • Handle customer complaints, provide appropriate solutions, and alternatives in an efficient manner, following up to ensure resolution whenever possible; exercise discernment for escalating issues when appropriate
  • Keep records of customer interactions and process customer account documentation
  • Open, maintain and terminate customer accounts; understand and fulfill the fiduciary duties required by account type
  • Complete customer account changes (address, etc.)
  • Follow communication procedures, guidelines, and policies; suggest solutions for process and service improvements
  • Take the extra mile to engage customers and identify the right solutions to meet their needs
  • Acquire and maintain a level of working knowledge of all Orchard Alliance products and services and all corresponding software, tools, and programs
  • Participate in ongoing professional/educational development opportunities in order to stay current on related industry products, initiatives, and trends
  • Performs all other duties as required

Orchard Alliance is a nonprofit ministry organization with nearly $400 million in assets, headquartered in Colorado Springs, Colorado. Our mission is to equip God’s stewards for greater Kingdom impact. Our vision is to see every person and ministry we serve empowered in biblical stewardship, accomplishing God’s purposes for His glory.

Because of Orchard Alliance’s primary and exclusive Christian and religious purposes, Orchard Alliance employment is limited to individuals who:

  • Profess a personal belief in Jesus Christ as personal Savior; and
  • Accept and live in accordance with the C&MA’s Statement of Faith, and
  • Are active participants in a local evangelical Christian church; and
  • Accept and abide by the Policy on Alcohol and Marijuana Use; and
  • Accept and abide by the Statement on Sexuality

Interested candidates should submit their resume and their written Christian testimony to grayr@orchardalliance.org

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