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Listener Services Associate - Full Time

Position:
Business / Office / Administration
Job Type:
Education Required:
Experience Required:
Job Description

This Listener Services Associate will focus on the HubSpot chat including any associated HubSpot tickets. This employee will also be the lead for any outbound chat services through social media, websites, or apps for Harvest Outreach Ministries. They will learn HubSpot Service Hub and assist the Listener Service Supervisor in creating templates, snippets, the knowledge base and any other HubSpot function the Supervisor needs. This employee also will make outbound calls from the call center to donors and prospects. Assist in answering phones when the call volume is high and assist in the resolution of any HubSpot service ticket as directed by the Supervisor. This employee serves with integrity, honesty, and knowledge that promotes the culture and values of Harvest Christian Fellowship.  

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Requirements:

  •  Moderate the HubSpot live chat.
  • Respond to HubSpot Service Chat support tickets.
  • Learn the working of Service Hub.
  • Assist the Listener Services Supervisor in the creation of Service Hub templets, snippets, and the knowledge base.
  • Make outgoing thank you calls.
  • Under the direction of the Listener Services Supervisor, assist with incoming calls when the volume is high.
  • When the incoming call volume is high, answer telephones, direct calls, take messages and transfer calls to appropriate individuals.
  • Learn how to process orders and gifts as needed to resolve service support tickets.
  • Communicate with staff and other individuals to answer questions, disseminate or explain information, take orders and address complaints.
  • Use current software programs as well as HubSpot to create, maintain and manage data
  • Learn how to use the Genesys phone system.
  • Provide information to supervisors and other team members and build constructive and cooperative working relationships.
  • Operate office equipment, such as scanners, fax machines, paper shredders, Genesys voice mail, and personal computers or laptops.
  • Physical requirements, with or without accommodation include prolonged periods of sitting, repetitive hand motions due to keyboard typing, answering phones, handle materials, looking at the computer screen for prolonged periods of time.
  • Discretion – maintain confidentiality.
  • Represent Harvest in a positive manner to the public and external sources.
  • Duties are not exhaustive and are subject to change at any time.
  • Employment offer is contingent upon successful completion of:
  • Verification of reference and referral sources and statements.
  • A criminal background investigation, which involves fingerprinting. (A felony or misdemeanor conviction may disqualify the applicant from employment with Harvest Christian Fellowship).
  • Completion of all required forms and documents including, but not limited to, an application form and ministry questionnaire.
  • A signed and dated employee manual recognizing and accepting all conditions and requirements delineated and that all employees of Harvest Christian Fellowship serve in an “At-Will” capacity meaning that all employees of HCF are employed for an indefinite period and that employment may be terminated by either the employee or the employer at any time, with or without notice and with or without cause. 
  • A pre-employment physical exam and/or a drug/alcohol test may also be required.
  • Must be 18 years old or older to apply.