BILINGUAL (SPANISH/ENGLISH) CHURCH SUPPORT ASSOCIATE SUMMARY OVERVIEW
Here’s an opportunity to use your administrative and customer support skills to help share God’s comfort with the divorced and bereaved. As a Church Initiative Customer Support Associate, you’ll:
- Help church leaders and volunteers place orders for DivorceCare and GriefShare ministries
- Assist English and Spanish-speaking customers with common questions and issues
- Experience the joy and satisfaction of working with other Christ followers
Church Initiative is a nondenominational, nonprofit ministry serving over 30,000 churches worldwide. From its headquarters in Wake Forest, North Carolina, the ministry creates and publishes video-based curriculums to help churches minister to people experiencing life crises.
The position of Church Support Associate (CSA) at Church Initiative is a with responsibility for church and ministry staff administrative and client support.
A strong spiritual background, including a professed relationship with Jesus Christ is necessary, as evidenced by active membership and consistent participation in your local church.
WHAT WILL YOU DO?
Provide customer assistance
- Service churches and individuals who inquire about materials;
- Respond to and route inquiries and arriving visitors from churches and individuals concerning resources or materials;
- Using ministry internet based and personal computer based software systems to take, process, review, approve, analyze, and follow-up on orders submitted;
- Assist churches and individuals in locating support groups, tracking shipments, etc.;
- Maintain confidentiality
Maintain and share product knowledge
- Develop a comprehensive understanding of our products/services while staying up-to-date with any updates or modifications to effectively assist customers with their questions and concerns.
Listen to our ministry partners and group participants
- Communicate effectively with customers, by actively listening to their concerns, and providing clear and concise information while maintaining a friendly and customer-focused demeanor.
Respond to new customer opportunities
- Foster ministry partnerships with bilingual/Spanish speaking churches by responding to those interested in resources and materials.
- Answer basic sales related questions and inquiries guiding customers in the purchase of ministry curriculums
Educate our ministry partners and group members
- Educate customers about our products/services, features, and self-service options to empower them to navigate the platform independently.
Please and satisfy our ministry partners and group members
- Take proactive measures to ensure high levels of customer happiness and loyalty.
Provide internal administrative support
- Provide clerical and administrative support;
- Support ministry records management;
- Provide ministry staff administrative support;
REQUIREMENTS
- Proficiency in both English and Spanish is required for this role. Candidates must demonstrate fluency in both languages, with the ability to communicate effectively in spoken and written forms.
- High school diploma or equivalent; a bachelor's degree is a plus.
- 3-5 years experience in a customer service or support role.
- Experience handling high volume of calls daily and prioritize any required follow-through.
- Strong communication skills, both written and verbal, with active listening abilities.
- Empathetic and patient approach to handling customer inquiries and concerns.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Proficiency in using customer support tools and software.
- Strong problem-solving skills and the ability to think critically.
- A positive and team-oriented attitude with a willingness to adapt to evolving customer needs.
- Ability for closed-door phone conversations and secure data handling.
WHO WILL YOU WORK WITH
A team of believers including but not limited to:
- Director of Church Support and experienced team of Church Support Associates;
- Warehouse and accounting personnel to ensure accurate order processing;
- Ministry Coach personnel to ensure quality church & client service;
- Product team personnel to ensure positive customer experiences;
WHEN AND WHERE WILL YOU WORK?
- Work hours are 8:30AM to 5:30PM EST, Monday to Friday (some over-time during busy season, January and August possible).
- Qualified candidates may have the opportunity for hybrid work arrangements, subject to approval and based on performance and role requirements after the initial in-person evaluation/training period. Remote work eligibility will be determined during the selection process.
- Applicants must be local to the Raleigh-Wake Forest, NC area.
WHAT QUALIFICATIONS AND ABILITIES WILL BE HELPFUL?
- A strong spiritual background, including a professed relationship with Jesus Christ, and a consistent, deep personal walk with the Lord. This position also requires a demonstrated heart for ministry through a local church;
- Strong organizational, administrative and planning skills along with effective communication and people skills;
- Mature and excellent team spirit;
- Flexibility;
- Experience in a similar position;
- Experience with customer service and ticketing software; Hubspot preferred.
- Concise telephone communication skills, highly proficient keyboard skills, attention to detail, and
- Proficiency with use of Internet based technology and personal computer systems.
Successful candidates must also be able to:
- Work independently or in a team environment;
- Multitask well;
- Exercise judgment to decide the correct or best course of action;
- Manage simultaneously numerous details through completion of tasks;
- Follow written and verbal instructions;
- Work, seated or standing, for extended periods using multiple computer monitors, a keyboard, phone, phone console and phone headset;
- Understand, write and verbalize the English and Spanish language in a clear and concise manner, and
- Visually distinguish colors
WHAT ARE THE BENEFITS?
- Competitive salary
- Comprehensive health, dental, and vision insurance plans.
- Health Savings Account with employee and employer contributions.
- Employer funded Wellness Benefit and Health Reimbursement Arrangement to manage health costs.
- Parental-leave benefit
- 9 Paid Holidays
- Vacation leave is 80 hours a year.
- Sick leave is 48 hours a year.
- A plan with a 4% employer match for a 5% employee contribution each payroll period. There is a one-time 500 hours worked in six-months qualification requirement to begin participating.
- Short-term and long-term disability insurance, workers compensation insurance, unemployment insurance, life insurance term life coverage.
Vacation and sick leave are available as earned. Time off requests are approved by the supervisor, subject to workflow requirements and ministry policy. For this position, the months of August, September, January and February are usually available only for non-discretionary leave such as sickness or family emergency. The granting of leave before it is earned or accrued, the exception, is considered on a case-by-case basis and usually limited to the staff member’s anticipated leave to accrue prior to December 31.
Pay: From $37,960 per year
Note: This position description is intended to provide a general overview of the responsibilities and requirements of the role. The specific duties and qualifications may vary depending on the company's needs and the evolving nature of the church support department.
Job Type: Full-time
Pay: $33,000.00 - $38,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Weekly day range:
Work setting:
Application Question(s):
- Are you available to work this job 8:30am - 5:30pm, Monday - Friday?
- When will you be available to start this job?
- What is your expected salary range?
- Are you willing to undergo a background check, in accordance with local law/regulations?
Education:
- High school or equivalent (Preferred)
Experience:
- Customer Support: 3 years (Preferred)
Language:
Work Location: In person