Service Center Representative
Job ID: 565816
Location: Little Rock, AR
Employment Type: Temp
FUNCTION
Provides top-notch service to Heifer International donors, volunteers, and/or internal staff via calls, correspondence, web-chat, email, and/or face-to-face interactions. Main function includes servicing donors by phone, email, web chat and written correspondence.
ESSENTIAL CHARACTER TRAITS:
Service-minded, collaborative, reliable, organized, team player, detail-oriented, agile, works well in a fast-paced environment, responsive, adaptable, skill variety, accountable, perseverance, goal oriented, and creative.
RESPONSIBILITIES & DELIVERABLES
- Donor & Volunteer Engagement
- Provide top notch service to all customers – both external and internal. Yes, we can do that!
- Assist donors with processing over 21,000 merchandise and/or MarketPlace Items annually.
- Increase fundraising revenue. Capitalize on each opportunity including upselling, promotion of matching funds and other marketing campaigns.
- Must be able to answer donor questions quickly and accurately using approved information and resources.
- Cross-train on all other processes within Donors Services. Including but not limited to – corporate match, data entry and indexing donations, resources, merchandise, updates, communication preferences, catalog requests, removes, memorial cards, correspondence, calls, web-chat, emails, receptionist backup, and any other service functions for our donors, volunteers, and internal team members.
- Prioritization skills required to thrive.
- Handle all customer interactions in a professional manner by listening to needs and providing solutions. Going above and beyond. “Yes we can!”
- Maintain quality assurance standards.
- High ability to problem solve. Must be able to come up with appropriate solution and focus on finding a way to say yes to a donor’s need.
- Must be able to listen to and adapt to quality of care feedback in an effort to strive for excellence.
Minimum Requirements:
- Bachelor’s degree plus two (2) years of call center and customer service experience.
- At least five (5) years’ experience as a customer service representative.
- Intermediate or advanced level ability to both speak and read Spanish preferred.
- Prior call center experience preferred.
- Knowledge of customer service techniques and telephone etiquette.
- Knowledge of the non-profit sector with awareness of the context in which non-profit organizations operate.
- Knowledge of computers as a tool for data entry, spreadsheets, word processing, e-mail, and accessing web information.
- Above average interpersonal, verbal and written communication skills.
- Ability to use all standard office equipment including fax machine, copier, electronic mail and telephone.
- Must be able to work in a fast-paced environment using multiple systems and juggling many tasks within Donations Processing and Service Center.
- Ability to work with and maintain sensitive and confidential donor and internal information.
- Ability to understand difficult verbal and written instructions.
- Ability to work independently and perform multiple tasks with moderate supervision.
- Excellent interpersonal skills with the ability to work cooperatively with a culturally diverse group of people.
- May require constant sitting and working at a computer for extended periods.
- Excellent pay!
- Medical, dental and vision insurance available!
- Great schedule and Excellent Employer!
Call: Horace 501-404-3251
Text: 833-931-1727
This job is considered Safety Sensitive in the State of Arkansas.
#490
