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Christian Response Team Lead

Job ID: 30000260
Location: Charlotte, NC, United States
Department: Donor Ministries - Christian Response
Posted Date:
Employment Type: Full-Time
Worker Sub-Type: Regular

Description

Is God calling you to ministry?

For over 70 years, The Billy Graham Evangelistic Association (BGEA) has proclaimed the Gospel through its various ministries. Whether you work at our headquarters in Charlotte, North Carolina, the Billy Graham Library in Charlotte, North Carolina, the Billy Graham Training Center at the Cove (BGTC) in Asheville, North Carolina, Blue Ridge Broadcasting (BRB) in Asheville, North Carolina or a field office abroad, you are part of a team of committed Christians working together to reach people to the ends of the earth with the Gospel.

CHRISTIAN PURPOSE AND EXPECTATIONS:

All employees proclaim the Gospel of Jesus Christ through their employment, and thereby further BGEA’s religious mission.

Department Detail – The Donor Ministries Department at BGEA works to cultivate meaningful, long-term relationships with ministry supporters and to identify, develop, and deepen new relationships with prospective ministry partners.  The goal of the department is to grow a strong base of support for decades to come. The department includes a core office staff and a regionally based field team who collectively serve the individuals, families and foundations that support BGEA with their gifts and prayers. Through special events, personal visits, and mailings, the field team shares the work, impact, and needs of the ministry with existing and prospective ministry partners. Included in the department is the Billy Graham Christian Response Center whose staff daily respond to phone calls and email correspondence, providing ministry information and answering spiritual questions with biblical insight and direction. The Prayer Line ministry operates 24 hours a day, 7 days a week, where spiritually trained representatives and volunteers answer calls for prayer and present the Gospel. TVTM supports phone call responses to Billy Graham Classic TV programs.

Job Summary – The Christian Response Team Lead position serves the department by providing daily supervisory direction and support to the staff of Representatives in the Christian Response Department, and perform in a staff position as needed. The Team Lead participates in the hiring, training, and development of the Christian Response Representatives

Ministry Requirements

  • Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ
  • Faithfully upholds BGEA in prayer
  • Participates in daily BGEA staff devotions including Bible reading, and leading group prayer as schedule permits
  • Demonstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations
  • Effectively represents Jesus Christ to those within both personal and professional spheres of influence

Essential Duties and Responsibilities

  • Manage, develop and lead a team of Christian Response Representatives
  • Oversee a portion of Christian Response Training for new hires and continuing education
  • Assist with Training New Staff Members
  • Provide daily supervisory direction and leadership to the Christian Response staff by staying informed of additions and changes to resource information and procedures
  • Participate in the development of Christian Response Representatives by exercising regular and scheduled call evaluations, providing detailed feedback on what is done correctly as well as providing tips on ways to improve to each representative. Provide improvement recommendations that encompass customer service skills and knowledge of ministry processes and procedures
  • Serve each representative with the heart of a servant which means to lead with compassion, empathy and encouragement
  • Discuss career goals and outline what needs to be done to achieve and accomplish each goal set, taking the opportunity to enhance, adjust and align representatives motives with the goals of the department
  • Empower each representative to make decisions and provide options in order to serve those who call BGEA
  • Maintain documentation for each representative that shows their progress, ability, and performance ratings, daily, monthly and yearly.
  • Provide appreciation, recognition and awards for jobs well done.
  • Assists with initial interview and screening process for potential candidates to fill openings as Christian Response Representatives
  • Be prepared to answer incoming calls should call center volumes require additional headcount to handle heavy call volumes
  • Directly responsible for staffing to ensure that calls are answered to the best of our ability
  • Monitors call reports/volume and abandon rates and makes adjustments as needed
  • Participate in regularly scheduled Christian Response staff meetings

Marginal Duties and Responsibilities

  • Be prepared and available to provide cooperative leadership in the absence of the Christian Response Assistant Manager
  • Adhere to an implement all BGEA policies and procedures
  • Other duties as assigned

Job Specifications

Skills and Knowledge

  • Basic knowledge and agreement with BGEA mission, philosophy, and principles
  • Understanding and agreement with the Christian Response philosophy and principles
  • Solid, active Christian walk
  • Supervisory experience is preferred
  • Call Center or Customer Service experience preferred
  • Comfortable with using a personal computer with Windows (Outlook, Excel, etc.)
  • Experience with interviewing, hiring and performance reviews
  • Requires excellent communication skills
  • Must be team oriented and able to work well with others
  • Skilled at absorbing information or instructions quickly and completely and have the ability to pass the information along to other staff members

Physical/Mental Demands

  • Flexible hours as well as working additional hours is often required
  • Must be capable of handling multiple priorities, issues and processes at the same time in a hectic work environment
  • Able to handle difficult and emotional callers or provide leadership to the representatives as they handle difficult callers
  • Able to handle confidential information
  • Able to work in an environment that requires significant time at the desk and working on the computer

Working Conditions

  • Standard cubicle environment
  • Close interaction with fellow employees
  • Vacation and time off must be pre-approved by the Assistant Manager of Christian Response

Mission Statement

Continuing the lifelong work of Billy Graham, the Billy Graham Evangelistic Association exists to support and extend the evangelistic calling and ministry of Franklin Graham by proclaiming the Gospel of the Lord Jesus Christ to all we can by every effective means available to us and by equipping the church and others to do the same.

Statement of Faith

These core beliefs make up the foundation upon which all our ministry endeavors are based.

  • We believe the Bible to be the inspired, the only infallible, authoritative Word of God revealing the love of God to the world.  (1 Thessalonians 2:13; 2 Timothy 3:15-17; John 3:16).
  • We believe that there is one God, eternally existent in three persons: Father, Son, and Holy Spirit.
    (Matthew 28:19; John 10:30; Ephesians 4:4-6).
  • We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory. (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15).
  • We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. Furthermore, we believe that God will reward the righteous with eternal life in heaven, and that He will banish the unrighteous to everlasting punishment in hell. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7).
  • We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life. (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10).
  • We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment. (1 Corinthians 15:51-57; Revelation 20:11-15).
  • We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church.  (1 Corinthians 12:12, 27; Ephesians 1:22-23).
  • We believe that the ministry of evangelism (sharing and proclaiming the message of salvation only possible by grace through faith in Jesus Christ) and discipleship (helping followers of Christ grow up into maturity in Christ) is a responsibility of all followers of Jesus Christ.  (Matthew 28:18-20; Acts 1:8; Romans 10:9-15;1 Peter 3:15).
  • We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made for each other. God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society. For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female. (Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9).
  • We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism.  (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15).
  • We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen.  (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10).
  • We believe God wonderfully and immutably creates each person a biological male or female.  These two distinct, but complementary sexes together reflect the image and likeness of God.  Rejection of one’s biological sex is a rejection of God’s merciful design and creative order.  (Genesis 1:26-27; Mark 10:6; 1 Corinthians 6:9; Deuteronomy 22:5).

Expectations for Ministry Employment

As an employee of Billy Graham Evangelistic Association:

  • I acknowledge that the Lord Jesus Christ is my personal Savior and that I am a personal representative of Him.
  • I understand that BGEA is a Christian organization whose purpose is proclaiming the message of the Gospel of the Lord Jesus Christ throughout the world.
  • I agree that the purpose of my employment with BGEA is to further its Christian purpose, that I am prepared to assist in accomplishing that purpose, and that my role with BGEA plays a vital part in carrying out its Christian purpose and mission.
  • I understand that I must exhibit conduct that is consistent with BGEA’s expectations, whether at work or away from work, in keeping with scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies including Christian Conduct.
  • I understand that BGEA has the right and the responsibility to ensure that its Christian religious purpose is carried on with the highest standards and is not harmed or impeded by conduct that is inconsistent with the Bible, BGEA’s Statement of Faith, its Christian religious purpose, or its policies
  • I understand that any of my conduct which is not in keeping with the scriptural teachings and principles as set forth in God’s Word, BGEA’s Statement of Faith, and BGEA’s policies, is inconsistent with BGEA’s Christian religious purpose.
  • I understand that if my conduct is determined by BGEA to be inconsistent with its Christian religious purpose, the result will be corrective action up to and including termination from employment.

The Title VII Exception for Employment

The Billy Graham Evangelistic Association (BGEA) is a faith-based religious organization committed to spreading the Good News of Jesus Christ through every effective means.  Consistent with our charitable purpose to share the Christian faith, a requirement for employment at BGEA is affirmation and adherence to our Christian Statement of Faith.  Our Statement of Faith prerequisite for employment is based upon federal law set forth in Title VII of the Civil Rights Act of 1964, 42 U.S.C. Section 2000e-1.



Benefits Summary:
Full-Time employees working at least 36 hours per week, are eligible for benefits.
  • Medical, prescription, dental and vision insurance
  • Flexible Spending Account (FSA)
  • Long term and short term disability insurance
  • Term Life insurance
  • 401(k) retirement savings plan
  • 10 paid holidays, including 1 floating holiday
  • Minimum 12 days of vacation
  • 10 sick days
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