Outreach, Inc.
  • 16-Aug-2018 to 15-Oct-2018 (MST)
  • Sales
  • Colorado Springs, CO, USA
  • Full Time

Currently offering comprehensive Employer Contribution Benefits Including: Health, Dental, Vision, Life, STD & LTD, PTO and so much more!


Customer Service Representative: Outreach, Inc. located in Colorado Springs is a for-profit company with a Christian Mission and Vision. We are humbled to have been voted a "Certified Best Christian Workplace" for the third year in a row by our outstanding team, and though we are a productivity-driven company, we also love to play together (ping-pong tables, corn-hole toss), celebrate, and encourage one another.

MISSION (Job Summary):

The mission of the Customer Care Representative is to put customers first by consistently providing fast, friendly, helpful and professional service. This is a customer service position working with churches mainly across the United States. This is a fast-paced, highly productive environment. This position requires an individual who is able to meet deadlines with a sharp attention to detail and can work well under pressure. The primary methods of customer contact are telephone, chat, and email. This is a goal-driven environment that demands an energetic, positive attitude. The position requires patience, a high value on efficiency and process improvement.

OUTCOMES (Job Tasks, Metrics or Accountabilities):

  • Build a stronger foundation as a team by continual partnership and collaboration between customer care representatives
  • Improved customer care knowledge base to provide continual world class service to customers
  • Achieve and maintain an average 4.5 chat system rating out of 5
  • Lessen the amount of time spent on phone calls and chats while maintaining efficiency and integrity, measured by month to month comparisons
  • Increase accuracy of CIR costs by inputting correct resolution and lost revenue amounts
  • Minimizing overtime by increasing efficiency to get the job done within the normal business hours
  • Improve amount of 'closed' service incidents to maintain an up to date and accurate CIR report
  • Implement and maintain a successful cross-training schedule

ESSENTIAL FUNCTIONS:

  • Assisting external customers on a daily basis via phone call, email and chat including, but not limited to, delinquent/failed payments, credit card information, returns and exchanges, international customers, reseller/partnership orders, subscription accounts, vendor claims, damaged products, mailing issues, general product inquiries, missing items, back orders, late deliveries, defective goods, order status updates, technical support, product replacement/reprint
  • Must be willing to take on additional work as assigned while still maintaining day-to-day tasks
  • Manages assigned clock in/out schedule on a consistent basis while maintaining a working lunch, break and coverage schedule
  • Have a basic knowledge of the company, the services, and the products offered
  • Communicate efficiently and properly between departments regarding issues that arise and/or needed changes
  • Attend product meetings and daily huddles to stay informed of current processes, changes, and new functions
  • Provide coverage and support to the front desk/reception
  • Ability to judge processes and procedures on how they can be improved and brings the team together to deliver ideas and suggestions
  • Comfortable and proficient with using the company-wide messaging system, Slack, to quickly communicate to other coworkers while staying current in all group and direct message queues
  • Maintain good working relationships with other departments of the company
  • Always ready for sudden, urgent issues that need to be handled right away while still accomplishing normal daily tasks

COMPETENCIES (Job Requirements, Skills or Knowledge):

  • Communication - Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this in all forms of written communication, including email and chat.
  • Organization and planning - Plans, organizes, schedules and budgets efficiently and productively. Focuses on key priorities.
  • Attention to Detail - Does not let important details slip through the cracks or derail projects.
  • Calm under pressure - Maintains stable performance when under heavy pressure or stress.
  • Positive Attitude and Enthusiasm - Exhibits passion and excitement over work. Has a "can-do" attitude.
  • High Standards - Expects personal performance and team performance to be nothing short of the best.
  • Listening Skills - Lets others speak and seeks to understand their point of view.
  • Persuasion - Able to convince others to pursue a course of action.

CULTURAL COMPETENCIES:

At Outreach we value the following Cultural COMPETENCIES and we expect every member of the team to:

  • Support company culture by a commitment to the Mission, Vision, and Core Values of Outreach, Inc.
  • Do their job with Honesty/Integrity--Doing what is right, even when no one is looking.
  • Value Teamwork-working cooperatively to get the goal or objective completed together, on time, and with excellence.
  • Work with Flexibility/adaptability (Agility)--Responding quickly and effectively to God-given opportunities to better equip the Church to reach their communities for Jesus Christ.
  • Work to be a good Steward--Efficiently manage their relationships with people, company resources, and opportunities.
  • Problem solve for Continual Process Improvement--Proactively and strategically identifying and analyzing business processes for optimization and implementing new systems or strategies for improvement.

WORKING CONDITIONS

This position will be an office working environment:

  • Intermittent sitting, standing and walking.
  • Telephone and / or computer work comprise at least 75% or more of each working day.
  • Lively work environment with noise from colleagues in an open office setting.
  • Intermittent periods of stress a few busy times throughout the year.
  • Ongoing interaction with colleagues and / or customers and / or vendors more than 75% of the working day.
  • Indoor, controlled temperature environment (Heated / Air conditioned).

MINIMUM QUALIFICATIONS:

Education:

  • 2 Year Degree Preferred

Experience:

  • B2B Customer Service Experience: 3 years
  • Excellent Communications Skills. Maintains this in all forms of written communication, including e-mail.
  • Calm under pressure - Maintains stable performance when under heavy pressure or stress.
  • Listening Skills - Lets others speak and seeks to understand their point of view.
  • Attention to Detail - Does not let important details slip through the cracks or derail projects.
  • Should also have excellent telephone and order entry skills, and the ability to learn products, promotions, and systems quickly.  Familiarity with church structure is helpful. Must be knowledgeable and proficient in contact database management applications, Microsoft Office, and Google Apps (Gmail, Google Sheets, etc.).

Why Outreach? Though we are a 20-year-old, stable company, we are also growing, innovative and always on the look-out for how to better equip the Church to reach their communities for Jesus Christ. It's more than a job, it's a mission! We highly value our team as demonstrated by our competitive salaries and comprehensive employer contribution benefits which currently include: vacation and sick time, health, dental, vision, life insurance, STD and LTD, 401k and much more. Check us out at www.outreach.com/careers or see what our employees have to say at https://www.glassdoor.com/Reviews/Outreach-Reviews-E470276.htm

Outreach, Inc.
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