Position Purpose:
The Online Student Helpdesk Supervisor is an essential Charis mentor and team builder, responsible for overseeing the collaborative mission and success of the Online Student Helpdesk Specialists. This team is the main point of contact for all Online Students regarding student systems and technical assistance, ensuring an exceptional online education and alleviating any possibility of failure for the students sake. The Online Student Helpdesk Supervisor has the unique opportunity to work with various Charis teams to streamline communication succinctly across all areas of the ministry, which provides a world-class experience to global Online Students as they complete their interactive courses in over 100 countries around the world.
Essential Duties:
- Provide oversight, Maintain a complete understanding of all areas of the Charis Bible College Online platform.
- Direct assignments to other team members for follow-up and completion of tasks.
- Responsible for quality control of all communication and correspondence coming from the team.
- Follow and enforce established policies and procedures to assist with customer care and report needed changes.
- Regularly communicate to the Director of Student Helpdesk with the status of communications, team morale, key performance indicators, and customer service ratings.
- Making sure the team is well-equipped in being able to address all Online students issues, questions, and concerns.
- Have a good working knowledge of all Student Helpdesk systems; learning management system, student information system, CRM, etc.
- Follow and enforce established policies and procedures to assist with customer care and report needed changes, looking for improvements to the student experience.
- Work with the team to ensure the SharePoint site and other software needs are continually updated.
- Attend regular meetings to give updates and plans to improve the team and department, working with other departmental supervisors, while preparing and holding team meetings to communicate relevant information to all necessary staff members in a timely manner.
- Maintain a professional and positive attitude during all aspects of the job.
- Coach, mentor, and develop the staff on the team.
- Attend some AWM/Charis events to assist with student support efforts as needed.
- Perform other duties as assigned.
Knowledge, Skills, and Abilities:
- Results and customer service oriented.
- Excellent verbal and written communication.
- Professionalism & diplomacy in communications with various cultures and diversities.
- Effective time management, organization, and administration with attention to detail.
- Conversational proficiency in speaking on the phone, leading one-on-one conversations, and using exceptional listening and problem-solving analysis with proper phone etiquette.
- Proven ability to effectively implement processes & systems.
- Proven ability to work with minimal supervision.
- Excellent problem-solving skills
- Professional and effective interaction with upper management.
- Inspiring and humble leadership qualifications.
- Competency in learning and confidently utilizing multiple software programs and platforms.
- Comprehensively operate a computer and all the Microsoft Office programs (Word, Excel, Outlook, PowerPoint, and SharePoint)
- Accomplished interpersonal and networking skills.
- Technical proficiency with computers and software navigation.
- Experience with CRM and/or SIS.
- High level of professionalism and discretion in dealing with sensitive and confidential information.
Requirements:
- Must have a personal relationship with Jesus Christ.
- Must sign Statement of Faith.
- High School Diploma or equivalent education is required.
- Charis Bible College student or graduate is preferred.
- An associate's degree or equivalent education is preferred.
- Must pass all required checks.
Experience:
- A minimum of one year of administrative experience with technical skills is required
- A minimum of one year of customer service or Phone Center experience is required
- Experience with admissions software and contact management is preferred.
- Previous experience leading or overseeing a team is desired
- Leadership and training experience preferred
- Compensation is commensurate with experience.
We offer a comprehensive benefits package for full-time employees to include the following: Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays per year (10), Flexible Spending Account (FSA)-Medical/Dependent Care, Health Savings Account (HSA), Voluntary Life, Short Term Disability, Long Term Disability, 403(b) Retirement Plan, Life Assistance Program, Accident/Hospital, ID Shield/Legal Shield and Telehealth
About Us: Andrew Wommack Ministries (AWM) is a teaching ministry of unconditional love and the balance between grace and faith. For over forty years, Andrew and Jamie have been teaching the truth of the Gospel to the body of Christ by teaching at seminars, in churches, on radio and television, by training others at Charis Bible College, and by developing ministry materials designed to help you in your relationship with the Lord. We are a family here at AWM, we like to have fun, and we love Jesus. You will find that our culture reflects just that. Our core values demonstrate that we serve Gods people with Excellence, Faithfulness, and Integrity.
Are you interested in helping Andrew fulfill his vision to reach as far and as deep with the Gospel as possible?
If so, we are looking for someone faithful, available, willing to learn; and passionate about taking the Gospel Truth to the world.
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