Customer Service Representative
Brand: Food For The Hungry
Req#: 188809
# of Positions: 2
Updated: 08/14/2013
Job Type: Full Time
Location: Phoenix, AZ USA
Category: US/Salaried
Salary: Hourly
Benefits: Full Benefits
Contact: Debbie Meythaler
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Job Description

Open Until Filled: Applications will be accepted until a sufficient pool of qualified applicants has been received.

Motivated by Christ's love, this position plays a key role in promoting the wholistic ministry of FH through the framework of the organization's vision, "God  called and  we responded until  physical  and spiritual hungers ended worldwide." In order  to accomplish this vision, FH's  mission is to "walk  with churches leaders and families  in overcoming all forms of human poverty by living  in healthy relationship with God and  His creation."


  • This position reports directly and functionally to the Customer Service Team Manager.

The Customer Service Team serves  as the primary vehicle of customer service to donors via telephone and email. This responsibility includes incoming phone calls and emails  as well as outbound phone calls in fulfillment of the sponsor engagement strategies.



Key Result #1- Represent Food for the Hungry to sponsors and donors who contact  the office by phone and email (55% of time)

  1. Receive all incoming phone calls from sponsors and  donors, answering questions about our programs and  questions about  their accounts. This will require program knowledge as well as an understanding of other  ministry programs such as Church Engagement (teams  and  church partnerships) and Mid-Level  Donor programs;
  2. Respond to all emails from  sponsors and donors;
  3. Respond to all the voice mail messages left over night  and on weekends;
  4. Track reasons sponsors close pledges and help  to identify solutions to common complaints by sponsors.

Key Result #2- Screen and  handle initial inquiries from  those seeking to advocate or raise funds on behalf of the ministry (5%).

  1. Provide introductions to Global  Engagement team members when  the a new fund raising  opportunity reaches pre-determined GE minimums for involvement;
  2. For those opportunities that do not meet Global Engagement minimum requirements, provide donors with  the Fundraising and Sponsorship toolkits  to assist them in their fund-raising efforts.

Key Result #3- Represent FH in the Sponsor Engagement outbound call strategies (35%).

  1. Support Sponsor Engagement strategies in activities such  as welcoming new sponsors, engaging lapsing sponsors or reaching out to lapsed sponsors;
  2. Do outbound service  calls for obtaining new information to redeem  rejected credit card, offer auto  pay options etc.

Key Result #4- Serve on the Cross-Functional Work Team as possible  (5%)

  1. Coordinated by the Responder Communications Production Staffing Coordinator, the Cross-Functional Work Team helps address short-term staffing  capacity issues in the Responder Operations unit by mobilizing staff to temporarily support the activities  of other departments in the RO unit.

To perform this job successfully, an individual must  be able to perform  each essential duty/function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made  to enable  individuals with disabilities to perform  the essential functions.

  • Vibrant  personal relationship with Christ
  • Excellent written and  verbal  communication skills
  • Strong  people skills
  • Proficient  in MS Office Suite
  • Able to multi-task and resume routine with multiple interruptions
  • Must be able to walk donors step-by-step through all Website  pages and options

High School Diploma or GED is required with 2-5 years  related experience in customer service and/or training; or equivalent combination of education and experience.

This position does not have supervisory responsibilities.

Ability  to comprehend and communicate written and  verbal  English. Ability  to write business correspondence. Ability  to effectively present information over the phone and respond to questions from donors and  the general public. A second  language is an asset.




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