At Awana, we believe true change happens in the communities when children and youth are transformed by the gospel and engaged in Biblical discipleship in the presence of a caring adult. We believe that kids can come to know, love and serve Jesus, following Him for a lifetime. This is why, for 75+ years, Awana has been working with leaders in local churches in the US and around the world, providing solutions that equip these women and men to make disciples in children and youth.
Today, God is using Awana to reach over 10 million kids in 140 countries around the world. With over 500,000 equipped leaders in 91,000 clubs/churches, Awana is able to play a vital role in global evangelism and discipleship of children and youth. If you are passionate about being integral to reaching kids with the gospel, join us, and become a part of our global cause.
Summary
At our ministry, we are passionate about forming lasting faith in every child, everywhere! As a Partner Care Representative, you will play an important role in furthering our mission by providing excellent care and support to our partner (churches, ministry leaders, volunteers, etc.), for the purpose of inspiring and equipping them for child discipleship.
Collaborating with our Child Discipleship Missionary, Curriculum, Discipleship Engagement, Donor Development, Supply Chain, and various other internal teams, this position’s primary focus is to serve our partners through issue resolution and being a centralized resource for Awana related information.
You will thrive in this role if you can successfully combine a desire to serve and delight our callers with empathy, problem solving, and follow-up skills with an aptitude for basic math and details, while having a heart for mission work that directly impacts the lives of children and youth around the world. We are seeking someone who views customer service work not just as a series of tasks, but as vital ministry work with eternal value.
This position is a hybrid role with the majority of work being performed from home with occasional in-office expectations primarily in our St. Charles, IL office. Typical work hours will be 8am to 4:30pm CST Monday through Friday.
Hiring Range for this position is: $16 to $17.50 an hour.
Who We Are Looking For:
Team player who supports, upholds and demonstrates the Awana values in internal and external communications and relationships.
Collaborative partner who has a natural ability to create genuine relationships with our internal team and external partners.
Logical problem solver who proactively communicates workflow and/or deadline status to the team.
Self-motivated, goal-oriented professional with a passion for helping fuel exponential ministry growth.
Flexible team member who is open to taking on new responsibilities and easily adapts to shifting priorities and needs.
Champion of children to belong, believe and become resilient disciples.
Key Responsibilities:
Partner Communication and Support
Answer phones, voicemails, and emails in a fast-paced call center environment, both in Spanish and English.
Serve as primary point of contact on our Spanish phone line.
Work the partner care inbox for emails and return voicemail messages, as needed or directed.
Interact with donor partners via phone, written communication, or assisting with donations.
Onboard new partners and communicate discipleship solution options available to them.
Communicate any product, website, system issues or concerns from partners to the supervisor for immediate attention.
Issue Resolution and Account Management
Clarify, investigate, and take proper actions to resolve partner issues, including follow-up phone calls or emails.
Provide donor support by sending donor receipts via email or mail, processing credit card payments or refunds, updating credit card information, or modifying donation recipients.
Resolve partner account and/or order issues by finding solutions to incongruent account balances or order inventory, sending receipts via email or mail, and processing credit card refunds.
Update church accounts and make appropriate notes in Salesforce regarding account activity.
Order Processing and Data Management
Enter orders into Salesforce CRM while on the phone with partners, or from email.
Assist partners with using MyAwana to update leaders, church staff, and digital files for their church.
Use a third-party logistics client portal to access information on the status of orders being processed.
Digital and Product Support
Assist customers in navigating websites to track packages, access training videos, find online resources, or purchase products.
Learn and apply knowledge of products, programs, and curricula offered for organizations, parents, grandparents, and local churches to share the gospel of Jesus Christ.
Team Collaboration and Professional Development
Proactively enhance expertise in systems, solutions, and personal development as directed by team leadership.
Provide assistance to co-workers as needed, requested, or assigned by the supervisor.
Participate in weekly departmental and staff meetings as scheduled.
What You Need:
Ability to delight, demonstrate empathy, and serve our callers well.
Strong desire to learn and gain well-rounded knowledge about our curriculum, resources and ministry approach
Experience providing telephone-based customer support, preferably in an e-commerce environment.
Data entry and basic computer skills required. Ability to easily flip between and update various applications/portals and screens.
High school diploma or GED required. College coursework or degree, a plus.
Fluent in English; bilingual proficiency in Spanish is required.
Familiarity with Salesforce or other CRM management systems is a plus.
Experience in basic accounting is a plus.
Intermediate Google Suite skills, preferred.
Valid State driver’s license required.
Occasional local and out-of-town, overnight travel may be required.
General understanding of the Bible and the Christian Church in its various expressions preferred.
Experience with Awana Club, curriculum, resources, & solutions is a plus!
Eligibility to work in the United States is required; this position is not eligible for employment visa sponsorship.
Spiritual Life
Must be a born-again Christian. Must have a personal relationship with Jesus Christ as Lord and Savior. Must be in agreement with the Awana Doctrinal Statement. Must be in fellowship with the body of Christ through a local church. Regularly engages in reading the Holy Bible as a guide and standard for living.
Physical Demands/Working Conditions
While performing the duties of this job, the team member is regularly required to communicate, including the ability to hear and respond to verbal conversations, often utilizing headphones. The team member is also required to regularly utilize computer equipment (e.g., screens and keyboards) to perform work. Awana recommends maintaining ergonomic posture, utilizing properly positioned computer equipment to minimize strain, and taking regular breaks to stretch and move around. Specific vision abilities required by this job include ability to work with digital displays for extended periods of time and manage visual strain. Local and out-of-town, overnight travel may be required.
What We Offer:
As a ministry that equips leaders to reach kids with the gospel and engage them in lifelong discipleship, we value our team that makes this happen and are excited to offer:
Mission-driven work that changes the lives of children and youth around the world.
Intentional connection, flexibility, family, and community engagement are part of our culture.
Remote-first work environment, allowing you to do the majority of your work from where it is you call "home”. In this role, you will have some in-person responsibilities that would require your work to be done in our St. Charles office occasionally.
Benefits package, including a variety of programs you can choose from to meet you and your family’s needs. Some of these include medical, dental & vision health insurance, paid family leave, 401(k) & Roth 401(k) retirement savings plans with employer match, generous paid vacation & holidays, adoption assistance, an employee wellness program, and more!
This Job Description reflects the current assignment of essential functions and is not meant to be all-inclusive. Responsibilities may be assigned or reassigned to this job at any time based on the needs of the organization and may be modified to reasonably accommodate an individual with a disability or for other reasons. Please note, this opportunity is contingent upon favorable completion of a reference check, background check, and I-9 completion.
