Christian Response Representative - Inbound

Billy Graham Evangelistic Association Career Site

Charlotte (NC)

On-site

USD 34,000 - 50,000

Full time

6 days ago

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Job summary

Billy Graham Evangelistic Association is seeking a Christian Response Representative - Inbound to serve callers with warmth and spiritual guidance from our Charlotte, NC facilities. This role supports the Donor Ministries team and processes inquiries in a fast-paced, ministry-focused environment.

You will engage with callers, document interactions, and collaborate with other departments to connect people with the right resources and prayerful support.

Qualifications

Capable of listening, assessing caller needs, and providing sensitive, spiritual solutions.
Excellent verbal and written communication.
Experience in high-volume call center environments helpful.

Responsibilities

Greet and listen to callers, assess needs, provide spiritual guidance.
Answer incoming calls promptly with courtesy.
Multitask in a high-volume environment.
Study department procedures and ministry materials.
Record data accurately in database systems and update records as needed.
Attend required staff meetings and collaborate with team.
Pray with callers when appropriate and offer biblical counsel.
Transfer calls to appropriate departments or specialists.

Skills

Active listening

Multitasking

Verbal communication

Written communication

Customer service

Typing 35 wpm

Microsoft Office

Problem solving

Job description

Description

Is God calling you to ministry?

For over 70 years, The Billy Graham Evangelistic Association (BGEA) has proclaimed the Gospel through its various ministries. Whether you work at our headquarters in Charlotte, North Carolina, the Billy Graham Library in Charlotte, North Carolina, the Billy Graham Training Center at the Cove (BGTC) in Asheville, North Carolina, Blue Ridge Broadcasting (BRB) in Asheville, North Carolinaor a field office abroad, you are part of a team of committed Christians working together to reach people to the ends of the earth with the Gospel.

CHRISTIAN PURPOSE AND EXPECTATIONS:

All employees proclaim the Gospel of Jesus Christ through their employment, and thereby further BGEA’s religious mission.

Department Detail – The Donor Ministries Department at BGEA works to cultivate meaningful, long-term relationships with ministry supporters and to identify, develop, and deepen new relationships with prospective ministry partners. The goal of the department is to grow a strong base of support for decades to come. The department includes a core office staff and a regionally based field team who collectively serve the individuals, families and foundations that support BGEA with their gifts and prayers. Through special events, personal visits, and mailings, the field team shares the work, impact, and needs of the ministry with existing and prospective ministry partners. Included in the department is the Billy Graham Christian Response Center whose staff daily respond to phone calls and email correspondence, providing ministry information and answering spiritual questions with biblical insight and direction. The Prayer Line ministry operates 24 hours a day, 7 days a week, where spiritually trained representatives and volunteers answer calls for prayer and present the Gospel. TVTM supports phone call responses to Billy Graham Classic TV programs. Job Summary – The Christian Response Representative - Inbound position responds to a variety of calls and inquiries generated by the Billy Graham Evangelistic Association and Samaritan’s Purse with a positive, servant-focused attitude, with eagerness to provide a customized, relationally-focused caller experience in accordance with department procedures and standards.

Ministry Requirements

Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ
Faithfully upholds BGEA in prayer
Participates in daily BGEA staff devotions including Bible reading, and leading group prayer as schedule permits
Demo nstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations
Effectively represents Jesus Christ to those within both personal and professional spheres of influence

Essential Duties and Responsibilities

Enjoys listening to callers, assessing their needs, and finding spiritually sensitive, creative solutions while working in a fast paced environment
Warmly answers incoming calls in a consistent and timely manner with tact and courtesy
Experienced in organizing, prioritizing, and completing multiple tasks in a high-volume environment
Demonstrates excellent verbal and written communication skills
Studies and learns departmental procedures, informational material, Billy Graham Evangelistic Association (BGEA) history, BGEA and Samaritan’s Purse current events and other information in order to understand and utilize information during calls
Attends all required BGEA Christian Response Staff meetings as requested
Analyzes and appropriately responds to spiritual needs of callers, praying with them, and leading them to Christ when necessary
Promptly analyzes requirements of the call or needs of the caller, and generates a prompt connection to the proper solution by listening, locating information, answering questions, or transferring to a particular specified department or area
Accurately records data from callers into BGEA database systems as necessary and required, this would include mailing list changes, recording and forwarding requests for materials, and entering credit card contributions

Marginal Duties and Responsibilities

Works on outbound call projects as directed
Performs other duties as assigned

Job Specifications

Skills and Knowledge

Demonstrated ability to handle multiple issues and processes at the same time such as talking on the telephone while entering information about the call on the computer
Excellent verbal and written communication skills
Experience in organizing, prioritizing, and completing multiple tasks in high volume environment
Customer service and/or previous telephone experience helpful
Good basic math and spelling skills are required
Must exhibit accurate listening skills
Good telephone voice
Must express desire to be part of a team and to provide assistance to callers as well as other BGEA staff
Cooperative, flexible, and optimistic about change
Minimum of 35 wpm typing ability
Proficient with Microsoft Office
Ability to multi-task
Proficient in general computer troubleshooting
Excellent customer service skills

Physical/Mental Demands

Must be confident and secure about handling difficult and emotional callers
Must agree to respect and accept responsibility for items of a confidential sort
Significant time may be required using the PC while talking on the telephone

Working Conditions

Standard cubicle environment, PC, phone, access to printer and copier
Close interaction with other people
Vacation and time off must be approved by supervisor
Requires flexible scheduling between CR operating hours of 8:30 AM to 9:00 PM, including Saturdays

Mission Statement

Continuing the lifelong work of Billy Graham, the Billy Graham Evangelistic Association exists to support and extend the evangelistic calling and ministry of Franklin Graham by proclaiming the Gospe l of the Lord Jesus Christ to all we can by every effective means available to us and by equipping the church and others to do the same.

Statement of Faith

These core beliefs make up the foundation upon which all our ministry endeavors are based.

We believe the Bible to be the inspired, the only infallible, authoritative Word of God revealing the love of God to the world. (1 Thessalonians 2:13; 2 Timothy 3:15-17; John 3:16).
We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit.
(Matthew 28:19; John 10:30; Ephesians 4:4-6).
We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory. (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15).
We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that Jesus Christ is a reality that is this, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. Furthermore, we believe that God will reward the righteous with eternal life in heaven, and that He will banish the unrighteous to everlasting punishment in hell. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7).
We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10).
We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment. (1 Corinthians 15:51-57; Revelation 20:11-15).
We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church. (1 Corinthians 12:12,27; Ephesians 1:22-23).
We believe that the ministry of evangelism (sharing and proclaiming the message of salvation only possible by grace through faith in Jesus Christ) and discipleship (helping followers of Christ grow up into maturity in Christ) is a responsibility of all followers of Jesus Christ. (Matthew 28:18-20; Acts 1:8; Romans 10:9-15; 1 Peter 3:15).
We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made for each other. God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female. (Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9).
We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism. (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15).
We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen. (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10).
We believe God wonderfully and immutably creates each person a biological male or female. These two distinct, but complementary sexes together reflect the image and likeness of God. Rejection of one’s biological sex is a rejection of God’s merciful design and creative order. (Genesis 1:26-27; Mark 10:6; 1 Corinthians 6:9; Deuteronomy 22:5).

Expectations for Ministry Employment

As an employee of Billy Graham Evangelistic Association:

I acknowledge that the Lord Jesus Christ is my personal Savior and that I am a personal representative of Him.
I understand that BGEA is a Christian organization whose purpose is proclaiming the message of the Gospel of the Lord Jesus Christ throughout the world.
I agree that the purpose of my employment with BGEA is to further its Christian purpose, that I am prepared to assist in accomplishing that purpose, and that my role with BGEA plays a vital part in carrying out its Christian purpose and mission.
I understand that I must exhibit conduct that is consistent with BGEA’s expectations, whether at work or away from work, in keeping with scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies including Christian Conduct.
I understand that BGEA has the right and the responsibility to ensure that its Christian religious purpose is carried on with the highest standards and is not harmed or impeded by conduct that is inconsistent with the Bible, BGEA’s Statement of Faith, its Christian religious purpose, or its policies
I understand that any of my conduct which is not in keeping with the scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies, is inconsistent with BGEA’s Christian religious purpose.
I understand that if my conduct is determined by BGEA to be inconsistent with its Christian religious purpose, the result will be corrective action up to and including termination from employment.

The Title VII Exception for Employment

The Billy Graham Evangelistic Association (BGEA) is a faith-based religious organization committed to spreading the Good News of Jesus Christ through every effective means. Consistent with our charitable purpose to share the Christian faith, a requirement for employment at BGEA is affirmation and adherence to our Christian Statement of Faith. Our Statement of Faith prerequisite for employment is based upon federal law set forth in Title VII of the Civil Rights Act of 1964, 42 U.S.C. Section 2000e-1.

Benefits Summary: