Contact Center Navigator, Internal Only

Description

Position Summary: The Contact Center Navigator plays a key role in supporting newly hired representatives by providing guidance on internal systems, procedures, and resources needed to handle written correspondence and inbound calls. This rolecontributes to operational excellence through hands-on assistance, documentation management, and customer interaction across various channels.

Essential Job Functions:

1. Serve as primary contact for newly hired contact center representatives to ensure success,as assigned.

2. Track and report training progress of newly hired contact center representative.

3. Maintain strong knowledge of written procedures.

4. Receive, sort, review, prioritize, distribute, and process scanning of incoming mail from post office and interoffice sources.

5. Extract mail from envelopes utilizing manual and/or electronic methods.

6. Bank incoming monies. Verify and balance deposits. Ensure currency, checks, money orders, and credit card information is always secure.

7. Ability to navigate and manage multiple databases, and handle interactions across various communication platforms, including phone, email, and chat.

8. Accurately enter and update required data in Mavro scanning software.

9. Maintain status to accept telephone and electronic constituent orders and requests, as needed.

10. Listen to and analyze customer communication to offer appropriate sales recommendations of products that support organizational objectives.

11. Input customer requests into databases. Research and review billing, product, or shipping questions and follow-up with constituent, as necessary.

12. Read and analyze incoming e-mails and correspondence of both spiritual and business nature and respond according to written procedures.

13. Maintain confidentiality of all work.

14. Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.

15. On occasion, be able to handle sensitive subject matters with professionalism, empathy, and discretion. This may include caller circumstances involving topics such as domestic violence; trauma, abuse; suicide; death; personal health, sexual health; and other sensitive issues that may arise during communications with those individuals in crisis who reach out for prayer. Associate will be provided training on how to handle said situations should they arise.

16. Utilize electronic time management system to input time and attendance.

17. Regular Attendance. Defined in the department as less than 9 points.

18. Adhere to all company policies and procedures including all safety guidelines.

Non-Essential Job Functions:

1. Make outbound calls as required.

2. Collaborate with contact center leadership.

Qualifications

Education: Minimum high school diploma or GED equivalent.

Experience:

1. Minimum one year Unity customer service experience.

2. Demonstrated effective interpersonal and verbal communication skills.

3. Excellent organizational skills and ability to multi-task efficiently.

4. Excellent communication and interpersonal skills, with the ability to effectively interact with those in crisis, as well as with individuals at all levels of the organization.

5. Competent use of and troubleshooting computer and device applications.

Computer Skills:

1. Minimum intermediate end-user of MS Office Suite: Word, Excel, Outlook and Teams.

2. Intermediate proficiency in internet navigation and online information retrieval.

3. Minimum intermediate end-user of database systems to maintain client account information.

4. Excellent keyboarding skills.

Certificates & Licenses:

Other Requirements:

1. Fluent bilingual (Spanish and English) skills preferred, when indicated. Fluency includes reading, writing, and speaking both languages.

2. Complete human resources skills testing: MS Word and MS Excel

3. If bilingual skill is indicated, human resources skills testing: Spanish-English Translation

4. An active data plan with a reputable mobile service provider, ensuring reliable and secure access to the company's data center for login authentication.

Competency Statements:

• Quality: Able to provide high quality services and products while consistently seeking ways to improve outcomes and enhance service.

• Accountability: Able to demonstrate commitment to the position and accepts responsibility for personal actions.

• Values : Able to promote a safe and inclusive environment of integrity and honesty.

Work Environment & Physical Requirements

Activity

Frequency

Inside Work

C

Outside Work

N/A

Sitting at Workstation

F

Use of Hands/Fingers

C

Lifting/Carrying (up to 25lbs)

F

Reach: Overhead /Forward

N/A

Operating Computer

C

Make Timely Decision and Problem Solve

C

Exposure to Hazards

N/A

Exposure to Temperatures

N/A

Excessive Noise

F

Climb - Stairs and Ladders

C

Talk/Communicate

C

Sitting/Workstation

C

Traveling

N/A

Standing/Walking

F

Stoop/Kneel/Crouch/Crawl

O

Read/See/Hear

C

Operating Company: Copier, Fax, Printer, Telephone System, vacuum, mop/bucket, dusting clothes, Cash Drawer, Credit/Check Approval System, laundry washer and dryer, oven, microwave, food holding equipment, convection burner, pancake machine.

O

Personal Protection Equipment

N/A

N/ANot Applicable Activity - Not applicable to this occupation

OOccasionally Position requires this activity up to 0-27% of the time (02.5 or < hrs/day)

FFrequently Position requires this activity up to 27-61% of the time (02.5-5.5 hrs/day)

CConstantly Position requires this activity up to 61-100% of the time (5.5+ hrs/day)

Additional Information

Work Environment: Contact Center Environment or home office (if work from home is authorized ).

Acknowledgment

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.