Customer Care Rep I

Our Mission
Hope Center Ministries is a growing nonprofit discipleship recovery program with multiple centers across the U.S. Hope Center Ministries exists to restore lives, restore families, and restore communities. We do this by helping those individuals bound by drug addiction and/or alcoholism find lasting freedom and sobriety through a relationship with Jesus Christ, which translates into seeing the lost saved, the saved freed, the freed restored, and the restored fulfilled.

The Opportunity

The Customer Care Representative I serves as the first point of contact for individuals seeking information about Hope Center Ministries’ faith-based recovery program. This role is responsible for answering inbound calls, capturing prospective resident information, supporting the admissions process, and connecting callers to the appropriate regional admissions staff. In addition, the Customer Care Representative I conducts outbound outreach to partner organizations, such as detox centers and halfway houses, to raise awareness of Hope Center Ministries’ services and attract potential residents.

Key Responsibilities

• Answer inbound calls from individuals requesting information on how to enter Hope Center Ministries’ recovery program with professionalism, compassion, and accuracy.
• Collect and enter potential resident data into the Customer Relationship Management (CRM) system.
• Ensure smooth completion of the admissions process by providing clear guidance and timely follow-up for all potential residents.
• Redirect callers to Regional Admissions Coordinators to ensure proper placement into the correct geographic region.
• Place outbound calls to community partners, including detox centers, halfway houses, and other referral sources, to share information about Hope Center Ministries’ programs and build referral relationships.
• Maintain accurate call records, activity logs, and resident data in compliance with organizational procedures.
• Provide consistent, high-quality customer service in alignment with the mission and values of Hope Center Ministries.

Qualifications

• High school diploma or equivalent required; some college coursework preferred.
• Previous customer service or call center experience preferred, especially in healthcare, ministry, or nonprofit settings.
• Strong communication and interpersonal skills, with the ability to listen empathetically and provide clear information.
• Basic proficiency with Microsoft Office Suite and CRM systems (training provided).
• Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
• Demonstrated commitment to the values and mission of Hope Center Ministries.

Core Competencies

• Compassion & Empathy: Provides care and understanding to callers who may be in crisis.
• Professional Communication: Speaks clearly, calmly, and respectfully to diverse audiences.
• Organizational Skills: Manages data entry, call logs, and follow-up efficiently.
• Team Collaboration: Works closely with Admissions Coordinators and other staff to ensure smooth placements.
• Initiative: Proactively engages referral sources to promote awareness of the program.

Working Conditions

• Primarily office-based or call-center environment.
• Requires extended periods of phone and computer use.
• May involve occasional schedule flexibility to meet ministry needs.

This is grant funded opportunity in Johnston County, North Carolina.

Additional Requirement

•    Have accepted Jesus Christ as Lord and Savior and must live a life according to Biblical standards
•    Agree with the Statement of Faith, Lifestyle Statement, and overall vision of Hope Center Ministries
•    Successfully pass background screening & Social media, personal and professional reference checks
•    Meet any additional requirements as may be determined by Hope Center Ministries