Customer Service Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Assist the Donor Care team in the development, implementation, and management of Donor Care Solution and Technology initiatives in the field.

• Gather, analyze, and present insights that support the Donor Care Solution program.

• Oversee hiring, onboarding, and training processes for the Success Center team.

• Aid in the creation of training materials for Success Agents.

• Manage customer response protocols for donor inquiries received via phone, email, social media, and chat platforms.

• Evaluate customer feedback regarding product lines and new launches, and prepare relevant reports.

• Execute program pilots, assess feedback and support services, and facilitate enhancements.

• Record processes and log technical issues, customer compliments, and complaints.

• Provide administrative and operational assistance to enhance the donor experience.

• Coordinate various initiatives within donor care.

• Distribute and oversee Donor Care materials, collateral, signage, and training resources to donor centers.

• Assist in designing donor research studies to gather insights on donor feedback.

• Suggest improvements to the donor experience at both national and local levels.

• Collaborate with internal teams to assess and monitor donor sentiment feedback.

• Develop and keep track of donor feedback metrics.

• Directly report to the Customer Service Manager.

⛳️ Requirements

• Bachelor's Degree.

• Over 3 years of experience in marketing, customer service, or sales.

• Proficient in marketing, analytics, project management, and strategy development.

• Customer-focused mindset with the ability to create a shared vision, inspire collaboration, and drive change.

• Strong experience in customer research and analytics methodologies, process improvement, human-centered design, and performance management.

• Familiarity with Salesforce Service Cloud, including case management, workflows, and reporting capabilities.

• Skill in configuring dashboards and tracking KPIs using Salesforce.

• Excellent problem-solving and decision-making skills.

• Capacity to handle diverse tasks and adapt to ambiguity and change with an entrepreneurial approach.

• Exceptional interpersonal, listening, storytelling, and verbal and written communication skills.

• Ability to engage and collaborate with culturally diverse stakeholders.

• Competence to work independently with minimal supervision and effectively plan work schedules to achieve objectives.

• Strong written, verbal communication, and presentation abilities.

• Capability to multitask, work autonomously or as part of a multidisciplinary team, exercise sound judgment, and escalate issues as needed.

• Proficiency in Spanish is preferred.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• Engaging workplace culture that values diversity and inclusion.