The purpose of the Customer Service Manager is to manage the customer service process for donors by acting as the front line of communication for donors in a way that promotes the organization's mission and vision. This position will lead the customer service efforts mainly for the Donor Services team and other secondary teams.
Areas of Responsibility:
- Collaborates with the team to answer donors, influential corporate partners, and other nonprofit’s questions or concerns via telephone, email, and chat within a reasonable time period.
- Manages the overall customer service experience for donors who contact the team via the Help Desk.
- Train and monitor a tracking system that ensures customers request are answered within an appropriate timeline
- Makes any required follow-up calls, answers incoming calls to answer questions, conducts additional research, and provides resolution to donor issues in a timely manner
- Communicate directly with customers to provide resolve to any customer service issues in a timely manner.
- Ensure that customer inquiries are properly delegated to the appropriate internal staff and follow-up until completion
- Use data to measure success, suggest improvements throughout the organization and identify future opportunities to ensure customer satisfaction.
- Builds successful working relationships with internal and external stakeholders
- The core responsibilities listed above are not intended to be an exhaustive list of all responsibilities and duties. Other duties may be assigned by the Senior Director of Donor Services.
Educational Background:
4 year degree.
Skills/Experience:
- 5-7 years proven track record of providing excellent customer support, preferably in a non-profit organization;
- Ability to work in a fast paced environment and handle multiple projects.
- Experience managing people
Skills and Abilities Requirements
- Excellent communication and presentation skills, both verbal and written
- Team oriented and Customer Focused
- Excellent organizational and multitasking skills, with a willingness to take initiative and follow up independently while coordinating multiple projects
- Requires strong computer skills with working knowledge of Microsoft Excel, Word and MS Outlook. Microsoft CRM a plus.
- Proven experience in customer service, collaboration and the ability to work effectively among diverse populations
- Problem Solver with a Strong Work Ethic
- Strong interpersonal skills including the ability to effectively influence team members through consensus building and ability to get results through others.
- Excellent technical foundation with an ability to learn new concepts rapidly
- Able to be flexible and work in a team environment and adapt to organizational change
Job Function:
Organization Info
Listing Stats
Post Date:
Feb 26 2018
Active Until:
Mar 26 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit