Part Time Customer Service Specialist 1

Part-Time Customer Service Specialist 1

Report to: Donor Care Team Lead

Department: Development

Team: Donor Care

Position Location: Remote orPompano Beach, FL

Position Summary: Cross Catholic Outreach is seeking a motivated Part-Time Customer Service/Donor Care 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 email, phone calls, 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.

Educational and Experience Requirements:

• HighSchool Diploma required, Bachelor’s degree preferred
• 3-4years of telephone and general office experience required
• Non-profit organization experience is a plus but is not required

Knowledge, Skills and Abilities Required/Preferred:

• Proven customer support experience providing a pleasant, patient and friendly attitude
• 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 other
• Proficient with office equipment such as phones, printers, copiers, and mail machines

Essential 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, 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 to achieve outstanding donor satisfaction, donor 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
• Handling complaints and escalating when appropriate
• Perform other tasks as needed by management

We are a Catholic ministry with an ecumenical staff of Catholic, Protestant and Eastern Orthodox believers working in unity to provide food, water, housing, education, orphan support, medical care, microenterprise and disaster relief — and the love of our Lord Jesus Christ — to the poorest of the poor in more than 30 countries around the world. We believe strongly in unifying Christians in this mission of mercy, and we believe that creating a welcoming work environment for all Christian faiths is essential to achieving our ministry goals.

Job Type: Part-time

Pay: $18.00 - $20.00 per hour

Ability to commute/relocate:

• Pompano Beach, FL 33060: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

Salary : $18 - $20