What are the responsibilities and job description for the Client Services Representative position at Merkle Response Management Group?
Moore RMG is currently seeking dedicated and detail-oriented individuals to join our team as Client Service Representatives (CSRs). In this role, you will be responsible for managing one-on-one donor relationships with callers, representing Moore clients based on client expectations and guidelines via inbound calls, outbound calls, and email management.
What We Do:
Moore RMG is a leading provider of direct response processing and fulfillment solutions. We pride ourselves on delivering exceptional customer service and building strong relationships with our clients. As a CSR at Moore RMG, you will have the opportunity to represent our clients and provide personalized assistance to callers in a fast-paced and dynamic environment.
Responsibilities:
What We Do:
Moore RMG is a leading provider of direct response processing and fulfillment solutions. We pride ourselves on delivering exceptional customer service and building strong relationships with our clients. As a CSR at Moore RMG, you will have the opportunity to represent our clients and provide personalized assistance to callers in a fast-paced and dynamic environment.
Responsibilities:
- Handle inbound calls from donors, addressing their needs and requests according to client guidelines.
- Perform tasks in client databases based on caller requests, such as processing donations, updating caller information, and conducting research.
- Place outbound calls to follow up with donors, recover invalid donations, and provide promotional information.
- Respond to client-facing emails using prescribed email scripts and guidelines.
- Maintain professionalism and positivity while engaging with callers, adhering to client expectations and best practices.
- Multi-task by working within databases, reviewing client work instructions, and engaging with callers simultaneously.
- Maintain an organized workstation and uphold Moore values to foster a harmonious work environment.
- Provide feedback to contact center support regarding updates or corrections needed in client work instructions.
- Assist with department billing by tracking daily tasks and identifying any deviations from client rules.
- Participate in client conference calls, trainings, and visits as directed by Contact Center leadership.
- Contribute to maintaining department SLA standards by effectively answering calls within specified timeframes.
Qualifications:
- High School Diploma/GED required; experience in customer service or call center preferred.
- Strong verbal and written communication skills in English; bilingual skills are a plus.
- Basic problem-solving skills using concrete variables.
- Proficiency in Microsoft Office Word and Excel for reporting and documentation.
- Ability to learn RMG systems and client databases for daily operations.
- Ability to lift up to 25 pounds and sit for extended periods during scheduled work shifts.
Benefits:
- Competitive benefits package.
- Paid time off programs.
- Opportunities for professional development and growth.
Why Join Moore RMG:
At Moore RMG, we value our employees and provide opportunities for growth and development. We offer a casual work environment, a competitive benefits package, paid time off programs, and more. Joining our team means supporting over 300 of the nation's best nonprofits and making a meaningful impact every day.
Equal Opportunity Employer:
Moore Response Management Group is committed to providing equal employment opportunities to all employees and applicants. We value diversity and inclusion and encourage individuals from all backgrounds to apply.