Customer Service Representative

Position Summary

Through human connections and best-in-class personal service, the Ambassador engages, inspires, relates, and educates sponsors and donors who contact Children International. This position will currently require someone to work a hybrid schedule with high-speed internet available to them to support work from home. You will be provided with the computer, technology and equipment needed to successfully perform your job.

Responsibilities

• Answer phone calls and chats from sponsors and donors in a friendly, approachable, and courteous manner.
• Assist with Outbound Call Campaigns as needed.
• Screen sponsor and donor inquiries.
• Retrieve data utilizing a PC.
• Answer questions and offer customized opportunities and solutions based on the conversation.
• Engage in problem solving.
• Complete logs, reports and other documentation of sponsor and donor interactions and actions taken.
• Careful reading “between the lines” and listening to sponsor and donor communications.
• Discernment of sponsor and donor needs.
• May perform other duties and special assignments as needed including the support of manual processes in the new Customer Information database.

Personal Characteristics & Qualifications

• Fully fluent in English, Bilingual a plus
• Ability to use storytelling to bring our mission to life for our sponsors and donors.
• Must have a pleasant telephone voice and manner and be skilled in effective telephone communication techniques.
• An approachable and positive personality is essential.
• Must be able to handle the frustrated and pleasant sponsor or donor with best-in-class service.
• Ability to build meaningful collaborative relationships with peers and support staff to better support our sponsors and donors.
• Detail-oriented and must have good organization skills.

Organizational Policies

• Strictly observe confidentiality and strong ethics with respect to all beneficiary information/financial and other organizational data.
• Comply with and ensure adherence to the organization’s policies, safety and security protocols and child safeguarding norms and guidelines by self as well all stakeholders both internal and external.
• Promote diversity and inclusion, value other cultures, and demonstrate respect while relating with all organizational constituents irrespective of their race, color, faiths, gender, sexual orientation, age, caste, disabilities, experiences, beliefs, and ethnicity.

Overall Decision Making & Supervision

• This position requires decisions based on detailed instructions requiring occasional deviation from accepted practice.
• This position requires direct (close) supervision

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• Day shift

Application Question(s):

• Ability to answer phone calls and chats from sponsors and donors in a friendly, approachable, and courteous manner?

Experience:

• Call center: 1 year (Required)

Language:

• Spanish (Preferred)

Work Location: In person

Salary : $20