Provides exceptional customer service to donors via phone, email, live chat, text and social channels. Answers questions and concerns while striving to meet each donor’s need in a prompt time frame. Responsible for communication management utilizing customer care case management software, live chat and Social platform while reaching or exceeding daily goals.

The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position. 

• Resolves customer service inquiries that are received via a phone call, email, live chat text or social, providing timely assistance and working on a resolution that satisfies the donor and meets the needs of the business; determines if staff management update is required prior to resolving a case
• Handles customer engagement on social platforms
• Works within link management system creating UTM parameters for every campaign created in marketing
• Calls Telerecruitment campaigns when assigned or communicated by management while trying to schedule donor appointments
• Tracks and provides detail information for any reward or movie voucher mailed out to donor
• Responsible for external digital communications including, but not limited to texting, website chat, social media, and email communications
• Assist with maintaining inventory on all marketing and/or recruitment including collateral or incentives
• Maintains prospect matching database
• Assists with management projects on an as-needed basis.

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND/OR EXPERIENCE

Bachelor’s Degree in Marketing, Business Administration or related field or an equivalent combination of education, training, and/or experience.

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:

None

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to communicate and represent company in an extremely professional manner
• Intermediate knowledge of MS Office (Word, Excel, PowerPoint, Outlook)
• Knowledge of content structure and full command of the English language
• Ability to establish and maintain effective and cooperative working relationships
• Strong organizational and time management skills; ability to adhere to deadlines
• Ability to follow oral and written instructions
• Ability to multi-task

PHYSICAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Functions involve the ability to exert light physical effort usually involving some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). May involve some climbing, balancing, stooping, kneeling, crouching, crawling, walking or standing.

ENVIRONMENTAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. 

Functions are regularly performed inside without potential for exposure to adverse conditions, such as inclement weather, atmospheric elements and pathogenic substances.  The noise level in the work environment is usually moderate.