We are searching for a Customer Service Coordinator to manage quality assurance operations of Donor Services including timely and accurate processing of pledges and to be part of our United Way team located in Hartford Connecticut.
As the Customer Service Coordinator will be responsible for monitoring the accuracy of donor information entered into Customer Relationship Management (CRM) system. You will read, analyze and communicate data information work with eBusiness and Development managers to ensure a positive donor/workplace customer experience; and assist the Director of Donor Services to design and/or modify processes that support quality assurance and efficiencies.
Areas of Responsibility:
- Customer Service – Responds to and resolves customer inquiries in a timely and confidential manner via multiple channels of communications to meet donor needs, solves confirmation responses and general inquiries from donors/customers. Records donor activities including inquiries, comments, and actions taken into our CRM database.
- Quality support - Provides check and balance of auditor/depositor. Tracks accuracy and analyzes trends to improve forecasting and processing. Identifies processing trends to improve donor/customer experience.
- Processing - Processes deposits. Sorts and organizes data (hard copy and electronic). Performs data validation for reporting. Monitors and adjusts donor information to ensure donor intent. Resolves processing discrepancies.
- Participates in cross-functional departmental teams as assigned.
- Performs other duties as required.
Educational Background:
High School diploma or GED
Skills/Experience:
- Proficiency in Excel and other Microsoft Office applications; knowledge of pivot tables preferred.
- Experience in Microsoft Dynamics CRM or similar CRM databases.
- Experience with data analytics.
- Customer-centric mindset with demonstrated experience with customer service. Prior call center experience preferred.
- Experience handling check and credit card information is a plus.
- Demonstrated ability to work in a diverse team environment.
- Ability to complete time-sensitive, multi-dimensional projects as part of a team.
- Demonstrated ability to think critically and come up with solutions to solve problems.
- Excellent verbal and written communication skills, including proofreading.
- Valid driver’s license and reliable transportation.
Job Function:
Organization Info
Listing Stats
Post Date:
Sep 20 2017
Active Until:
Oct 20 2017
Hiring Organization:
United Way Worldwide
industry:
Nonprofit