customer service representative

Moody Bible Institute; Chicago (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

Moody Bible Institute is seeking a dedicated Customer Service Center specialist to support constituents through phone and email. You will manage inquiries, route requests, and maintain up-to-date knowledge of MBI ministries and programs.

Focus on accuracy, responsiveness, and stellar service. You will work with CRM systems, MS Office tools, and internal resources to ensure customers are assisted efficiently and informed about Moody’s offerings.

Qualifications

• Experience in a customer service center or call center environment.
• Ability to manage multiple inquiries via phone and email.
• Strong communication and problem-solving skills.
• Proficiency with MS Office and basic CRM tools.

Responsibilities

• Be primary contact for CSC callers across six Moody-related phone lines.
• Process requests or route to appropriate departments accurately and timely.
• Maintain knowledge of MBI ministries, websites, radio broadcasts, and events.
• Enter wrap-up codes and manage CSC service charges.
• Assist with donor relations tasks, subscriptions, and data maintenance.
• Utilize department tools (OneNote, Outlook, Teams, Help Desk Plus) to support workflows.
• Contribute to ongoing policy and process improvements for CSC operations.
• Perform other related duties as assigned.

Skills

Customer service

Phone support

Communication

MS Office

Tools

MS OneNote

MS Outlook

MS Teams

CRM systems

Job description

Information, Please See

https://illinoisjoblink.illinois.gov/jobs/13590049

What You Will Be Doing

Under the direct supervision of the Manager of Customer Service, to take personal responsibility for caring for the needs of Moody Bible Institute constituents making contact through the Customer Service Center (CSC). Provide service to the constituents by processing their requests internally in CSC, or by routing the constituents or their information to the proper departments. CSC is the entry point for customers coming into MBI on seven main phone numbers and email addresses. We strive to meet the needs of our constituents quickly and accurately via multiple computer systems.

Essential Functions

Reasonable accommodations may be made to enable individuals with Disabilities To Perform The Essential Functions Of The Position.

• Be responsible for the proactive encouragement of all members of the CSC staff, which includes being present, prepared, and available to take calls and emails at your scheduled times, and to refrain from leaving without proper staff coverage
• Be the primary customer contact and advocate for incoming calls to six main MBI phone lines: Local MBI, Toll Free MBI, Moody Radio, Moody Audio, Donor Resource Managements, and Planned Givings external numbers
• Maintain a clear, working knowledge of MBI ministries, web sites, radio broadcasts, and events in order to assist with 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 each call 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 our contributor relation management systems 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
• Be proficient in the use of the following department resources: MS OneNote, MS Outlook, MS Teams, CSC Phone Directory, UCB Desktop, Giving App, Help Desk Plus, Recurring Engine, and shared files containing other department and client policies, procedures, and documentation
• Assist in maintaining client documentation and our department resources, reflecting any updates as needed when the MBI organizational structure changes
• Actively participate in the continual evaluation of policies, processes, resources, computer systems, and anything else that impacts CSCs ability to provide our clients and callers with stellar customer service
• Perform other related and special duties as assigned