Awana is hiring a
Partner Care Representative

📍 St. Charles, IL - Hybrid

👤 Role Type: Full-time

Partner Care Representative
Equip Leaders – Reach Kids – Change the World 
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.


Benefits

  • 401(k)
  • Hybrid Work
  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Paid Time Off
  • 401(k) Matching
  • Parental Leave
  • Life Insurance
  • Health Savings Account (HSA)
CUSTOMER SUPPORTSALESNONPROFIT
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📍 Location: St. Charles, IL - Hybrid
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