We have an excellent opportunity for a Customer Service Manager, in our Austin office. The selected candidate will manage the day-to-day business operation functions and finances associated with the SouthWest Affiliate Heart Walk and Youth Market fundraising programs. The position will also be responsible for the overall management of 4 non-exempt youth market support team members and will serve as customer support leader for development staff and volunteers.
Areas of Responsibility:
- Ensure all project and customer service needs are met for development staff and volunteers, with the assistance of the affiliate VP Customer Strategies.
- Lead support team and development staff in cost containment and management of the all online sites, training, and customer service.
- Develop streamlined processes to ensure timely customer service and proactively look for ways for HW CS to collaborate with field partners – email, inbound/outbound calls, training and general support.
- Consult with Development VPs/SVP, VP Customer Strategies and staff to ensure that processes are clearly defined, documented, understood and implemented by new and tenured support staff, including, but not limited to Siebel, Microsoft Dynamics, Blackbaud, Kintera, and Convio.
- Build partnerships within Customer Strategies, field staff and leadership. Assess staff/leadership competency with all customer relationship management tools and processes. Proactively meet those needs through consultation or training.
- Provide excellent customer service to staff, volunteers and outside customers.
- Actively participate and contribute to the continuous improvement of the youth market support systems and implement all best practices and procedures. Engage with colleagues from around the country to help update best practices.
- Lead in the management of the HW post-event walker e-certificate vendor. Train staff and ensure that products are ordered and shipped on time.
- Lead in special projects that require attention to detail, including, but not limited to financial and/or program analysis, school recruitment and revenue goal achievement.
- Maintain files for registrations, income information and event evaluations for all HW fundraising events and programs.
- Responsible for administrative needs of the support team (time sheets, leave requests, etc.) With the assistance of the VPs/SVP Youth Markets, set job objectives for the support team members. Conduct mid-year and year-end evaluations.
- Fulfill ad hoc reporting request made by the SVP of Development or VP of Customer Strategies. Serve as back up to Field Operations in the creation, distribution and SharePoint posting of weekly reports via proficient knowledge and demonstrated use of MS Access, Siebel, Blackbaud, MS Dynamics and Convio. Update and publish these reports on SharePoint.
- Assist in production and distribution of various mailings to customers and staff. This may include MS Word mail merge with several variables, labels, data exports, stuffing envelopes and mass copying. Engage and meant volunteers in support of these activities.
- Design, document and execute quality assurance checks to ensure that school site data in Siebel, MS Dynamics, Blackbaud, Kintera, and Convio is accurate.
- Define, document and execute a plan that delivers outstanding and fast service to staff and volunteers voice-to-voice, email and voicemail request.
- Travel in the field quarterly to increase product knowledge. Attend events and assist with volunteer engagement and management as needed.
- Actively participate in career and management development opportunities. Programs.
- With assistance from youth market leadership team, perform in-depth market analysis to help maximize revenue and reduce costs.
- Other duties as assigned by Supervisor.
Educational Background:
Bachelor’s degree in business administration or a related field or equivalent experience.
Skills/Experience:
- At least four years’ experience in business/finance/process management and/or customer support management. Training experiences a plus.
- Knowledge and experience in business process definition and execution.
- Knowledge and experience with techniques to develop and maintain relationships with customers; successfully demonstrated these techniques.
- General knowledge of fund-raising methods and techniques.
- Ability to manage multiple major projects simultaneously and meet deadlines consistently.
- Ability to think strategically.
- Ability to work independently and with a team.
- Ability and willingness to travel up to 10% of the time; work some nights and weekends as needed.
- Ability to transport materials/supplies for meetings.
- Adherence to and promotion of the highest ethical standards.
- Exhibits enthusiasm and a positive “can-do” attitude.
- Proficient and MS Office Suite, including Access, Word, EXCEL, PowerPoint. Experience with Customer Relationship Management (CRM) software, preferably Siebel and/or MS Dynamics.
- Excellent communication skills: written, verbal and listening.
- Comfortable speaking in front of and training small and large groups.
- Possess strong consultation and negotiation skills.
Job Function:
Organization Info
Listing Stats
Post Date:
May 19 2018
Active Until:
Jun 19 2018
Hiring Organization:
American Heart Association | American Stroke Association
industry:
Nonprofit