Ministry Support Division Reports to:

Contact Center Manager FLSA Non-Exempt Hours:

Monday-Friday, 8-5 Position Summary. The Contact Center Associate builds positive relationships with constituents by providing excellent customer service via phone and email. This position supports donors and constituents by answering questions, processing transactions, resolving issues, and maintaining accurate records in the donor database, ensuring data integrity and compliance with data confidentiality principles. Supervisory Responsibilities. None.

Core Duties Constituent Interaction:

Answer, place, and manage a high volume of inbound and outbound calls and emails to ensure all questions, requests, and needs are handled or directed appropriately.

Issue Resolution:

Identify and resolve constituents' inquiries, issues, or complaints, and troubleshoot minor technical issues for the VOM app and account logins.

Transaction Processing:

Enter donor information, gift amounts with projected designations, and resource orders. Create and update recurring gifts and add different coding structures into the donor database.

Database Maintenance:

Update constituent records to ensure data accuracy. Skills and Experience [Required] High school diploma or GED. [Required] 3+ months of call center or customer service experience. [Required] Ability to type 50 words per minute, with accuracy. [Required] Basic Microsoft 365 or Microsoft Office experience. [Required] Strong verbal and written communication skills. [Required] Strong active-listening and problem-solving skills. [Required] Ability to multitask and manage time effectively. Working Conditions Typical office environment and hours. High-volume data entry, requiring sustained focus. Working under timelines/deadlines to meet department objectives. Requires flexibility and adherence to ministry policies and metrics. Operate call software, computer keyboard, and other data entry devices. Must live in the area and work at VOM's headquarters in Bartlesville. Special Requirements Discreet and careful communication with respect to keeping VOM work- and personnel-related information confidential. Must be a biblical disciple. Must participate in the spiritual life of the organization. Agree with and adhere to the VOM Statement of Faith. 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