Job Opportunity

Senior Customer Service Specialist

Department:

Development

Reports To:

Donor Care Team Lead

Position Summary:

Cross Catholic Outreach is seeking a motivated Customer Service Specialist who has a cheerful and uplifting personality/disposition and can interact with the public as a consistent witness of Jesus Christ. The position is responsible to assist donors and the public with making donations, answering questions about a donation or general inquiries about our ministry. The inquiries may come in through a variety of channels like phone calls, email, SMS, live chat, letters and social media, so the right candidate will have excellent communication skills, both verbal and written. The candidate must be self-motivated and organized, with the ability to prioritize and handle a diverse task menu. The candidate should be a committed Christian who has a courteous and Christ-like attitude toward the poor that we serve and the donors with whom we partner.

Duties and Responsibilities:

  • Maintaining a positive, empathetic and professional but warm attitude toward callers/donors at all times.
  • Resolve problems by understanding the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or
    adjustment; following up to ensure resolution.
  • Build sustainable relationships of trust through open and interactive communication with the donors and potential donors.
  • Manage high volume of incoming calls, emails, SMS, live chat, mail, social media comments and messages, responding in a professional and timely manner.
  • Keep accurate records of all donor and non-donor interactions, update donor records per donor requests, and file (or e-file) documents per procedures and protocols.
  • Perform outbound calls for a variety of purposes that promote the engagement of donors, recovery of missed payments and provide updates to donors on the impact of their gifts.
  • Work with various teams across the company to stay updated and informed on donor communications, current and new international ministry projects/aid and internal procedures, guidelines and policies.
  • Be able to promptly troubleshoot individual situations with the goal of achieving outstanding donor satisfaction for the goal of retention and allegiance.
  • Process new gifts and manage cancellations and changes to monthly giving with 100% accuracy and attention to detail.
  • Maintain excellent communication with team members and manager to ensure complete coverage of incoming correspondence.
  • Perform other tasks as needed by management.
  • Handling complaints and escalating when appropriate.
  • Assists the Team Lead when needed providing leadership and guidance to the Donor Care team.
  • Assists with staff and new hire training and professional development.
  • Manages escalated donor cases and complicated transactional issues.
  • Represent the Donor Care team in cross-departmental meetings and trainings – and then cascade information to the team.
  • Responsible to manage larger/more complex projects when assigned by the Team Lead.

Knowledge, Skills & Abilities Require/Preferred:

  • Proven customer support experience providing a pleasant, patient and friendly attitude.
  • The ideal candidate should be able to communicate fluently in English and Spanish.
  • Strong donor orientation and the ability to adapt/respond to a variety of personalities.
  • Ability to multi-task, prioritize and manage time effectively without consistent oversight.
  • Clear and precise communication skills while maintaining positive language and attitude.
  • Attentive listening skills to provide great donor experience and service.
  • Ability to stay calm when interacting with others who are upset or stressed.
  • Excellent verbal and written communication skills.
  • Excellent computer skills in a variety of applications: Microsoft Office (Word, Excel, Outlook), donor database, vendor merchant payment portals and others.
  • Proficient with office equipment such as phones, printers, copiers, and mail machines .

Experience Requirements:

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Education or Certification Requirements:

  • Bachelor’s degree or the equivalent in experience required.
  • 8 plus years of telephone and general office experience required.
  • Non-profit organization experience is a plus but is not required.

Application Process

Please submit your resume by email to HR@CrossCatholic.org and include the title of the position in the subject line. Please be sure to include a cover letter detailing your spiritual background.