Bilingual Supporter Services Phone Specialist

The Opportunity

We are seeking a full-time Bilingual Supporter Services Phone Specialist, with a passion to see God’s Word shared with people in Canada and all around the world. As a Christ follower, do you love sharing the good news of the gospel? Are you an individual who wants to utilize your customer service and people skills within an organization that focuses on reaching people with the Word of God? If you have answered yes to these questions and you want to be part of a fast-paced growing ministry – we would love to meet you to explore this position!

Our Organization

ShareWord Global (SWG) is a 110-year-old ministry committed to engaging the global Church to do one simple thing: GO! You may have known us previously as The Gideons International In Canada. Our mission is to ignite and fuel a passion in people’s hearts to share the gospel—training and equipping them, as a community of believers, to effectively introduce people to Jesus through God’s Word. SWG fuels the movement to “GO!” and reach more people with the gospel through relational evangelism and training, innovative Scripture resources, and by partnering with local churches worldwide.

Position Purpose

You will work with a team of Telephone Specialists and Gift Processing Administrators. Your primary responsibility is to provide premier customer service and be the in-house ministry representative to our French members, supporters and churches through inbound and outbound phone calls, emails and correspondence. This role is not only focussed on providing a high level of customer service but also looking for opportunities to increase donations, and promote the organization’s programs, such as membership, ShareWord Partners, Global Church Partnership, Gospel Outreach (“GO”) Trip opportunities and legacy giving. You are the initial contact for all French members/donors and those contacting our ministry along with providing a backup support for all English members/donors. You will play a critical role in increasing donations, engaging our donors and members and impacting the satisfaction and retention of those contacting us.

Reports To: Manager of Supporter Services

Term: Full time

Location: remote, within Canada (working from home)

Key Responsibilities:
Handle all French inbound calls (and English back-up), emails and faxes related to donations, scripture requests, cancellations, questions, member inquiries, complaints and misc.

Complete all French outbound calls such as welcome and thank you calls; credit card decline and payment arrears and telemarketing campaigns, membership results, welcome calls, lapsed donor

As the “in house” sales representative, you participate in telemarketing calls to warm leads promoting giving and engagement opportunities, to cross promote and introduce giving programs that escalate leads to the Major/Middle Donor program

Data entry from setting up accounts, processing donations, account management and contact history in Raiser’s Edge

Administrative functions including returning messages, write donor cards, following-up undeliverable mail, and first contact to handle customer concerns

Pray for Donor’s requests, prayer needs

Conduct French translations when required, and support with events as needed

Role Requirements:
Bilingual in French and English, with the ability to speak, read, and write in both

Excellent customer service, interpersonal skills, and business communication skills (both written and verbal)

Tech savvy – the ability to adjust easily to technical changes including new systems, data base enhancements, process changes and phone systems

The ability to elicit information through skilled questioning/interviewing); the ability to promote and persuade

Complaint management – Ability to “think on one’s feet” and deal with challenging donor conversations

Ability to network, team-build and relate interpersonally

Exceptional attention to detail

Advanced organizational and time management skills

A self-starter with the ability to work independently

Very reliable, with the ability to take the initiative, problem-solve & implement solutions

Flexible and adaptable to changing conditions, work assignments and teammates

Able to multi-task, prioritize, meet deadlines in a timely and efficient manner and work well in a busy environment

Experience:
A minimum of 2 years’ experience and a proven track record in customer service, sales, call centre or retail

Telecommunication experience is a definite asset

Database experience (e.g Blackbaud, Raiser’s Edge)

Experience in a not-for-profit organization would be an asset but not essential

ShareWord Global is an evangelical Christian ministry, dedicated to sharing the Word of God with the world. As a Christian evangelical ministry, candidates must be able to demonstrate a personal commitment to Jesus Christ, and identify with our Mission and Statement of Faith. We offer a competitive compensation package and benefits.

We sincerely thank all those who apply, however only those considered for an interview will be contacted.

TO APPLY COMPLETE THESE TWO (2) STEPS:
1) Complete our online application form HERE

2) Complete the following Assessment Survey which is a standard part of our recruitment process: http://www.profileperformancesystem.com/survey.html?CID=GNS

Location

Guelph, Ontario

Department

Development

Employment Type

Full time