Nov 07, 2020

Customer Service Representative

$15.11 - $17.31 hourly
  • http://www.intervarsity.org/
  • Madison, WI, USA
Full time Customer Service

Job Description

To advance the purpose of InterVarsity, this position contributes to a culture of process and service excellence within InterVarsity, by serving as the first point of contact for staff, providing just-in-time answers to tier-one questions in person, through email, phone, and online chat.

MAJOR RESPONSIBILITIES

Personal:            

  • Be a maturing disciple of Jesus Christ: growing in love for God, God's Word, God's people of every ethnicity and culture, and God's purposes in the world
  • Be a lifelong learner who prizes the discipleship of the mind; particularly staying current on issues of program management, process improvement, and business practices within ministry.

Contribute to the Effectiveness of the Customer Service Team:

  • Engages as first point of contact for staff; answers questions in person, through email, phone, and online chat
  • Develops and maintains knowledge (through study, training, research, and investigation) of all InterVarsity training materials and training opportunities related to all systems, processes and reports (e.g., Workday, Salesforce, etc.)
  • Maintains and expands positive partnerships across the organization through delivery of high caliber service
  • Identifies patterns of problems indicating possible training needs or system defects and may design, improve, or maintain processes to deliver effective, efficient, and measurable support 
  • Logs problems, resolutions, work performed and customer information into a customer service ticketing system

Develop a funding base:

  • Develop and communicate with a list of potential financial and prayer ministry partners on a regular basis
  • Raise an agreed upon amount of financial support

Knowledge/Skills/Abilities

  • Ability to maintain confidentiality, particularly with financial and Human Resources matters
  • Exceptionally effective written and oral communication skills, and experience translating information to non-technical staff
  • Ability to handle multiple priorities, manage time effectively, and go the extra mile to engage customers
  • Strong problem solving and analytical skills
  • Patient, empathetic, and demonstrates strong Emotional Intelligence and communication skills
  • Ability to work in a demanding, changing environment
  • Ability to adopt a customer perspective and demonstrate a positive, enthusiastic, non-confrontational, and professional stance toward all customers at all times

QUALIFICATIONS

  • Annually affirm InterVarsity’s Statement of Faith
  • Must be able to work at National Service Center in Madison, WI
  • Bachelor’s degree or equivalent related working experience
  • 3 or more years of experience with Workday, Salesforce, or other ERP preferred
  • 0-4 years of Customer Service preferred
  • A working knowledge of current Microsoft Software applications (Outlook, Word, Excel, Access and PowerPoint) is preferred

HOW TO APPLY:

External candidates must submit:

  1. Completed InterVarsity General Application*​

*If located in Alabama, Atlanta (GA), California, Colorado, Connecticut, Delaware, Hawaii, Illinois, Maine, Massachusetts, New Jersey, New York, Oregon, Puerto Rico, Vermont, or Washington use the General Application – without salary history

  1. Completed Supplemental Questions

  2. Email the completed materials along with cover letter and resume to Human Resources

Internal candidates must submit:

  1. Updated Resume

  2. Internal Application

  3. Supplemental Questions

  4. Email the completed application to Human Resources.


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