• Customer Service Specialist

    Location US-TN-Nashville
    Job ID
    2018-24715
    Job Family
    Customer Service
  • Overview

    Located in the heart of Nashville, Tennessee, our headquarters team leads, produces, and delivers biblical solutions to fulfill the mission and vision of LifeWay.

     

    LifeWay's Customer Service Department is seeking to fill the position of Customer Services Specialist.  The Customer Service Specialist serves as the Generosity Onboarding Coach, by directly assisting churches to increase their cash and non-cash donations and gifts through the iDonate/LifeWay Unified Giving System. Responsibilities include, but are not limited to onboarding, tier one tech support and creating positive experiences with the platform.

    Responsibilities

    Essential Job Functions:

    • On-boarding; provide concierge level service to successfully on-board new clients to the iDonate/LifeWay digital platform.
    • Provide phone and email support to newly acquired church clients regarding website set-up, category imbeds and tool customization to initiate receiving cash and non-cash donations.
    • Acts as administrator and level one tech support for web based clients for maintenance, transaction and reporting inquiries.
    • Investigates, analyzes, and resolves customer and product issues.
    • Responsible for promoting awareness of the LifeWay Generosity platform to potential customers, generating subscriptions and meeting sales goal.
    • Present the platform and other digital services to existing and new customers by evaluating accounts, expressed training/donation needs and assessing stewardship opportunities.
    • Create client communications for upcoming training, webinars, user group forums and other events.
    • Engages with cross-functional partners and work-groups to stay informed and contribute to the ongoing growth of the Generosity platform.
    • Utilize several systems, but not limited to iDonate, Oracle and WordPress, in addition to maintaining familiarity with end-user experience.  

     

    Qualifications

    Knowledge, Skills, and Abilities:

    • Proficient knowledge of G Suite - Required
    • Computer skills - Advanced
    • Written and verbal communication - Advanced
    • Customer service skills - Advanced
    • Systems and iDonate platforms - Intermediate

    Required Work Experience:

    • One (1) year customer service or retail sales experience required 
    • One (1) year training and presenting information required

     

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