Member Care Associate
The Gideons International
On-site
Nashville, Tennessee, United States
Job Title: Member Care Associate
Department: Membership Engagement & Services
Status: Regular Full-Time, Non-Exempt
Location: Nashville, Tennessee International Headquarters
Purpose and Scope
The Gideons International is a faith based, membership driven organization with a single objective of winning others to Christ. Our team serves alongside Christian brothers and sisters in a caring environment while assisting Gideons and Auxiliary in their mission. This position is primarily customer service, functioning as first impressions ambassadors on behalf of The Gideons International. This position provides real-time support for our members. You’ll work in a tight-knit department that strikes a balance of fun and professionalism while using communication and technical skills to provide a great member experience. In this fast-paced environment, you’ll have the opportunity to see God at work as you use your gifts and talents to serve others.
Essential Job Functions
The ideal candidate has a heart to serve and care for others. Each interaction with a member enables us to help equip, engage, and empower them while they represent Christ on the front lines. You will be providing God-honoring, second mile service (Matthew 5:38-42) to members and non-members in the following ways:
- Receive daily incoming calls in a warm, friendly manner while assisting the caller and/or routing them to the appropriate personnel/departments
- Respond to electronic messages (tickets, emails) in a caring, timely, and attentive manner and/or directing them to the appropriate personnel/departments
- Assist members by placing merchandise and Scripture orders
- Maintain knowledge of the products and programs to efficiently serve the members
- Assist members in general policy related questions found in The Gideons International Operations Manual
- Assist in helping members navigate and use online member resources (websites, mobile apps), when applicable
- Practice security compliance with credit card and ACH payments
- Research membership information, as required
- Respond to letters from non-members
- Maintain membership records from multiple sources while updating member information in our database and/or ticketing system
- Process membership dues payments
- Process applications for membership
- Be willing and able to pray with callers
- Cross train for other job duties in Member Care
- Other duties as assigned by the Manager or Team Lead
- Participate in scheduled and unscheduled meetings
Other Essential Functions
- Assist in preparation of letters - Correspondence declines, resignations, Life Members, Veterans
- File related membership related paperwork
- Assist in preparation for Membership Committee meetings
- Conduct inventory of membership material
- Foster relationships with members and vendors
- Participate as a member of internal working groups or committees
- Create and update standard operating procedures
- Assist with training new/current team members
- Fulfill hospitality schedule for inter-office, cabinet, and committee meetings
- Offer analysis to determine and prioritize workflow improvements
- To add overall value to the organization and self by taking on ever-increasing responsibility, skill sets, and spiritual growth
- Participates in daily morning staff devotions; on a rotating basis serves by praying and reading Scripture in support of devotion leader
Working Relationships
Reports To: Team Lead Front Line – Member Care
People Management Responsibility: None
Works Closely With: Membership Engagement and Services Team, Stewardship, TGI Staff, Members, Vendors
Essential Knowledge, Skills, and Training & Development
Non-physical
- Follow verbal and written instructions
- Excellent writing, grammar, and communication skills, while being detail oriented
- Ability to effectively communicate in writing and verbally
- Proven ability to keep a big picture perspective, while dealing with very detailed information
- Proven ability to demonstrate a knowledge and understanding of confidentiality
- Ability to provide analytical and strong organizational skills
- Ability to communicate effectively in writing and verbally with Membership, outside vendors, senior leaders, International Cabinet
- Demonstrates the organizations’ culture in all behaviors and language
- Takes personal initiative and is a positive example for others to emulate
Physical
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is required to stand, walk, sit, talk, and hear. Specific abilities required by the job include extensive phone duties.
Technical Requirements
- Ability to use PC and widely used software applications, especially Microsoft Office applications
- Capable of logging phone call notes into a ticketing system while managing workload
- Ability to learn new software applications as necessary
Mission Critical Competencies
Shared Values
- Integrity
- Excellence
- Open Communications
- Stewardship
Core Competencies
- Actively learns, demonstrates and fosters the organizations’ culture in all actions and words. Takes personal initiative and is a positive example for others to emulate.
- Ability to understand the fundamental business drivers and communicate the state of business and provide strategic recommendations to management.
- Proven ability to keep a big picture perspective while dealing with very detailed information.
- Foster Open Communications and Approachability
- Positive and Constructive Attitude
- Business Acumen
- Process Management
- Decision Quality
- Problem Solving
- Dealing with Ambiguity
- Perspective
- Ability to challenge the status quo
- Self-Management and Emotional Intelligence
- Time Management
- Perspective
- Active Knowledge Sharing & Continuous Learning
Work Environment and Time Requirements
- Climate-controlled office environment
- 8-hour workday
- Variations in work volume sometimes require extended working hours
- Some potential for a hybrid remote work schedule
- Travel required (limited)
Minimum Qualifications
- High School diploma or equivalent (GED)
- PC experience, especially in Microsoft Office applications
- Successful completion of a background screen
Preferred Qualifications
- 2-year Associated Degree
- 2-5 years of office/administrative experience
This Job Description is for general purposes and guidelines only and should not be considered all-inclusive. Neither does the receipt of this job description constitute an employment contract. Furthermore, it should be known that this list of job requirements is subject to change without written notice.
[April 2024 – Member Care Associate]