Outreach, Inc.
  • 15-Oct-2018 to 15-Jan-2019 (MST)
  • Marketing
  • Colorado Springs, CO, USA
  • Full Time

Currently offering comprehensive health insurance, vision, dental, life, 401k with matching, and so much more!

Customer Service Representative/Digital Customer Support: Outreach, Inc. located in Colorado Springs, one of the most desirable city to live in according to US News and World Report, 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, basketball), celebrate, and encourage one another.

The mission of the Digital Customer Service Representative is to provide an excellent customer experience for churches using the Outreach Digital Church products and services. Both reactively and proactively, the digital customer support person will communicate in an empathetic and relational way with customers so that their questions are answered, service requests are fulfilled, and learning experience is positive. The Customer Service Representative (Digital) is a champion for the platform and how it's used by customers.

Essential Duties (Central Job Responsibilities):

  1. Respond to customer service requests in email, telephone, and online (chat).
  2. Manage the onboarding process for new customers, including gathering website information and requirements, managing the job assignments with vendors (e.g. Upwork), and website delivery to the customer from first contact through acceptance.
  3. Project coordinate customer requirements with vendors to ensure on-time, accurate delivery of customer websites, Social Reach Daily, events, etc.
  4. Proactively develop training videos and how to's for the Outreach Digital Church Product knowledge base. Conduct quarterly training webinars for customers to introduce new features, demo features, and/or do deep dives on specific features where customers have demonstrated demand.
  5. Convert free customer trials to paid customers. 

Other Duties & Responsibilities (Not Central Job Responsibilities or are shared with others):

The Digital Customer Service Representative is a key Outreach Digital Church team member who works closely with the product manager and marketing coordinator. The digital customer service representative must be team oriented yet a self-starter with an entrepreneurial spirit. This role is the brand ambassador, and will often be the face and voice of Outreach Digital Church to its customers, therefore, this person needs to be passionate about the products, how they serve customers, and ensure that every customer receives the best benefits out of the products that are possible.

Job Qualifications (Job Specifications, Competencies, and Knowledge/Skills/Abilities):

  • Support the company culture by a commitment to the Mission, Vision, and Core Values of Outreach, Inc.
  • Communication: Communicates the needs of the customer clearly to the manager as well as communicate the resolution to the customer.
  • Positivity: Must see the good in every conversation while seeking a positive outcome for Outreach.
  • Creative: Finding a win for both parties often takes creativity.
  • Flexibility/Adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity, change and last minute pivots.
  • Technical Skills: Comfortable using a computer, phone systems (i.e. ShoreTel), and email to communicate internally and externally.
  • Continual Improvement: The platform will be continually be updated with additional functionality, requiring this individual to grow in their competency of the platform. 

Education & Experience (Min. Level of Formal Education and/or Min. Time Needed to Acquire KSAs):

  • Education: College degree in Communications, English, or related field.
  • Experience: 1-3 years experience in a digital product customer support role.

Working Conditions (Physical Requirements and Working Environment):

  • This job operates in a professional office environment. This role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets and fax machines.
  • Considerable exposure to stressful situations and tight deadlines.
  • While performing the duties of this job, the employee is regularly required to talk or hear.
  • The employee is frequently required to sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

Why Outreach? Though we are a 22-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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