Contact Center Navigator

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 role contributes 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.

1. Collaborate with contact center leadership.