The First Voice of Welcome
“When I start my shift each day, I first report to Jesus and then to my team. I say, ‘Hey, here I am for another day of work,’” shares Aura Guerra-Artola. This spirit of service and presence defines the Call Center team, Thrive’s newest addition in its role as the congregational support agency of the CRCNA.
To enhance its network of regional and affinity connectors who help to equip congregations, Thrive recently integrated the denominational Call Center team into its mission of support. The move is a natural fit. Thrive’s mission is to equip churches and ministry leaders with the encouragement, connections, and tools they need to flourish. Central to this work are three core practices: listening, connecting, and supporting. And for the customer service representatives (CSRs) who answer the CRCNA’s phones, these practices are the heartbeat of their daily roles.
“A CSR is often the first point of contact when pastors, church staff, or members need help,” explains Guerra-Artola. “My role is to listen, understand their situation, and help connect them with the right answer, resource, or person within the CRCNA.”
This “first point of contact” role is vital for a denomination that can sometimes seem large or complex to navigate. Sandy Woo, another member of the team, describes her role as a “bridge” connecting churches and individuals to resources within the denomination. Whether a caller is looking for a specific Bible study, needs to update a subscription to The Banner, or is a clerk of council navigating a pastoral vacancy, the Call Center team ensures that the person doesn’t have to find the answer alone.
The team’s supervisor, Daniel Jumaquio, notes that the team was originally created to support Faith Alive Christian Resources and has pivoted over the years to serve the denomination as a whole. “We are the first voices you hear when you call,” Jumaquio says. “Whether you need a simple call transfer, an answer to an inquiry, a phone order, or just someone to chat with, we aim to provide excellent service.”
One of the most striking features of the Thrive Call Center team is its deep diversity. The team is trilingual, providing support to English-, Spanish-, and Korean-speaking callers. This capability allows Thrive to serve the breadth of the CRCNA’s affinity groups, mirroring the work of connectors who support Hispanic and Korean congregations.
The team’s diversity and representation are exemplary by design. “The call staff spans two different countries (Canada and the U.S.), four different states or provinces (Michigan, Nevada, Alberta, and Ontario), and four different nationalities (South Korean, Nicaraguan, Dutch, and Filipino),” Jumaquio explains. “I appreciate that everyone is able to bring their own unique experiences to the team.”
A CSR’s daily work is a mix of high-speed problem-solving and intentional relationship-building. Karen Burton, a longtime member of the team, says she recalls days when she answered as many as 60 phone calls. Her tasks range from managing Dwell Digital renewals and entering Faith Alive orders to submitting classified ads for The Banner.
Yet, she says, the highlight of the work isn’t the number of tasks completed but the connections made. “What brings me joy is talking with a customer I have developed a relationship with,” says Burton. “I love when a customer says, ‘You helped me last time; I recognize the laugh.’ Spending a few extra moments talking about everyday things is what makes it special.”
The team handles a wide array of resources that are essential to congregational life, including Discover Your Bible, Dwell, Lift Up Your Hearts, and Today devotions. When a church leader calls looking for a new initiative, or if a Sunday school coordinator needs curriculum guidance, the Call Center team acts as the entry point to Thrive’s broad pool of ministry consultants and connectors and the resources available through the denomination as a whole.
What distinguishes this team is their commitment to viewing their work as a ministry. “Serving others, for us, goes beyond the role itself,” says Guerra-Artola. This is evidenced in how the team supports one another. When a team member shares a struggle, they often pause to talk or pray together. They treat every challenge as a team concern, ensuring that no one, staff or caller, feels they are facing a problem in isolation.
Thrive director Lesli van Milligen emphasizes that this team is central to the goal of making sure churches know they are not alone. “Our Connect team works to ensure that churches and ministry leaders can access the right tools and support, whatever they are facing,” she says. “The Call Center team is the frontline of that commitment.”
Sandy Woo captures beautifully the heart of the team’s move to Thrive: “I am so grateful that I’m able to share the love and kindness of Jesus! When we are connected to Jesus and reach out to grab another’s hand, we are truly helping the body of Christ.”
If your congregation is looking for resources, has questions about denominational tools, or needs a friendly voice to help navigate a challenge, the Thrive Call Center team is ready to listen.
- Phone: 800-272-5125
- Email: [email protected] or [email protected]
- Live Chat: available at crcna.org
