Partner Care Representative

To learn more visit www.Awana.org and Child Discipleship Resources.

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 9 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

This position works to advance the ministry of Awana by providing excellent care and support to partners, for the purpose of inspiring and equipping them for child discipleship. Collaborating with the US Field, Curriculum, Discipleship Engagement, Donor Development and various other internal teams, this position’s primary focus is on serving partners through timely, thoughtful communication and issue resolution to help them experience Awana’s mission firsthand.

This position is hybrid in St. Charles, IL with occasional travel required based on strategic organizational meetings.

Hiring Range for this position is: $16 to $17.50 an hour.

Who We Are Looking For:

• Team players who support, uphold and demonstrate the Awana values in internal and external communications and relationships.
• Collaborative partners who have a natural ability to create genuine relationships with our internal team and external partners.
• Logical problem solvers who proactively communicate workflow and/or deadline status to the team.
• Self-motivated, goal-oriented professionals with a passion for helping fuel exponential ministry growth.
• Flexible team members who are open to taking on new responsibilities and easily adapt to shifting priorities and needs.
• Champions 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.
• 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.
• 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:

• High school diploma or GED required. Bachelor’s degree preferred.
• Fluent in English; bilingual in Spanish a plus.
• Data entry and basic computer skills required. Familiarity with Salesforce or other CRM management systems is a plus.
• Experience in basic accounting is a plus.
• Intermediate Google Suite skills, preferred.
• 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 included close vision. 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”. We also have two office locations designed for collaborative work and connection with colleagues in St. Charles, Illinois, and Nashville, Tennessee, that can be used at your convenience. This Partner Care Representative position is a hybrid role that requires presence at our St. Charles, IL 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.