What are the responsibilities and job description for the Customer Service Specialist position at Allegiance Group?

Job Description

Description

Allegiance Group (AG), LLC provides an end-to-end Fundraising Solution to US based non-profits that is comprised of Fundraising Strategy and Consulting, Digital Fundraising, Direct Response Mail, CRM Database and Underwriting Software as well as an incentive and loyalty program. We are dedicated to the nonprofit and faith-based broadcasting space and enable our customers to successfully complete their goals.

The Allegiance Technology Solutions division based in Fargo, ND develops and supports fundraising and traffic software for the non-profit broadcasting and media industry. Our fundraising software is the market leader in Not for Profit and Listener Supported Broadcasting. We take pride in being first with innovative features that allow our customers to solve problems and increase their revenue. Our range of products includes Fundraising, Volunteer Management, Traffic & Corporate Support, and Auction Software and a Cloud Solution. Our Services team provides Staff Augmentation services for our clients to enable them to focus on their mission.

We are looking for a kind, patient individual with excellent verbal and written communication skills, exceptional attention to detail, and a critical thinker who can bring their skills and experiences to the AG Services team! If you enjoy customer interaction, problem solving, and database management, this is the perfect position for you. The Customer Service Specialist plays a critical role in providing staff augmentation for our clients and delivers the best customer service to the customer’s donors. People that tend to succeed in this role are typically self-driven, situationally aware, detailed, and ready for a challenge.

Key Responsibilities

Deliver top-notch customer service to resolve donor issues by phone, email, and ticketing system, including :

Payment method changes / updates

Questions about premiums / thank you gifts

Questions about pledge and payment history

Questions about program guide

Update donor information in CRM

Ensure accurate notes are recorded and documented for all service activities and customer interactions within internal systems

Input pledges and payments

From both hard copy and banking online remittance view

Import payments from lock box

Create and balance cash receipt headers

Process credit card and EFT payments

Cancel pledges and refund payments

Verify and import web transactions

Run daily, weekly, and monthly processes for clients

Run reports and data queries

Define queries from specifications

Run queries

Verify correct data was pulled

Download data

Manage tickets in ticketing system

Manage deadlines

Pledge Drive preparations

Create / update code tables

Create / maintain donation pages for pledge drives

Pledge Drive support

Extended hours during drive

Verify and import web transactions

Triage donor requests

Run processes as needed

Other duties as assigned

Requirements :

Strong people skills, including patience, empathy, and a positive, customer-friendly attitude

Enthusiasm to learn rapidly and work in a dynamic cross-functional team

Detail Orientated with a meticulous attention to detail

Ability to prioritize tasks and meet deadlines

Problem-solving skills

Excellent written and verbal communication, including strong phone skills

Proficient in use of Microsoft Office products including Outlook, Word, and Excel

Effective time management skills

Ability to multi-task

Skills Knowledge and Expertise

The ideal candidate will have :

Minimum of an Associate degree with two years of administrative support experience

1 - 3 years of customer service preferred

Some database management or CRM experience preferred

Ability to work under pressure

Critical problem solver with a focus on details

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Allegiance Group we are striving to build a diverse, inclusive, and equitable workplace. If you think this role sounds like you but your experience doesn’t align perfectly with every single qualification or skill in the description, please apply ! You could be just the person we are looking for to fill this, or other, roles!

Benefits, Rewards & Perks

We are friendly, smart, curious and passionate about what we do! Working here, you will also enjoy :

Competitive salaries quarterly recognition program

Work-life balance (really!) Casual work environment

Excellent benefits including Health, Dental, and Vision plans, Disability and Company Paid Life Insurance!

Flexible PTO Policy Paid Parental Leave

401k and company match

Oh, and don’t forget - You're working with clients who are making a positive difference in the world.

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