Communication Engagement Experience Specialist

Florida, Kansas, North Carolina, Oklahoma, Tennessee, Texas, Virginia

700 Club Prayer Center – FL, KS, NC, OK, TN, TX, VA

The Christian Broadcasting Network (CBN) is seeking a Communication Engagement Experience Specialist to coordinate, organize, review and report on Prayer Center post-call activities to increase customer satisfaction and departmental performance.  This role will work with coaching, project office, quality assurance and the customer experience team to analyze and implement improved processes that lead to efficiency and accuracy in resolving customer requests. Additionally, it will act as a Prayer Center point of contact for processes pertaining to customer service and the customer relationship management (CRM) system.

The successful candidate will possess the following qualifications:

  • 2-3 years of experience working in a contact center environment
  • Experience in successfully implementing processes specifically related to customer information and tracking
  • Create templates and general scripts for Prayer Center email responses and callbacks and review adherence to those scripts
  • Implement and maintain reporting on customer service and editing work and make recommendations to ensure optimal efficiency.  Provide feedback to coaches or other Prayer Center teams regarding recommendations.
  • Ability to successfully manage multiple projects and establish priorities while maintaining attention to detail and delivering high levels of quality and productivity
  • Strong ability to analyze and interpret performance data
  • Excellent presentation, customer service, verbal and written communication skills
  • Strong computer skills including use of Windows-based operating system, MSOffice, web browser, and email program with ability to learn new software
  • Ability to be flexible and adapt to change
  • Ability to work under pressure and meet deadlines
  • Strong problem solving and decision-making skills
  • Ability to work independently and as an effective team member
  • Exceptional collaborative interpersonal skills with the ability to establish and maintain effective rapport with others