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Part Time Customer Service Specialist 1

Cross Catholic Outreach

Part Time Customer Service Specialist 1

Pompano Beach, FL
Part Time
Paid
  • Responsibilities

    Job Description

    PART-TIME CUSTOMER SERVICE SPECIALIST 1

     

    REPORT TO: Donor Care Team Lead

    DEPARTMENT: Development

    TEAM: Donor Care

    POSITION LOCATION: Remote or Pompano 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:

    • High School Diploma required, Bachelor’s degree preferred
    • 3-4 years 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

    Company Description

    Cross Catholic Outreach is a 501c3 Catholic relief and development ministry that provides food, shelter, medical care, water, education, self-help programs, care for orphans, and emergency relief to the poorest of the poor around the world in the name of Christ. We mobilize the global Catholic Church to transform the poor and their communities materially and spiritually for the glory of Jesus Christ. Cross Catholic Outreach’s priority is to help “the poorest of the poor.” Our efforts reach those suffering extreme poverty in countries throughout the Caribbean, Africa, Asia and Latin America. Projects include relief for earthquake, flood and tsunami victims, care and education for orphans and other vulnerable children, housing for the homeless, medicines and health care for the indigent, food for families suffering extreme malnutrition, and clean water for communities that have none, as well as micro-enterprise programs and other long-term development efforts to break the cycle of poverty. In every case, our method of outreach is the same: Cross Catholic locates needy Catholic-based ministries serving the poor and distributes material aid through their existing programs. In this way, we can supply meaningful help where it is needed most. In all our work we remain dedicated in our service to the Lord as good stewards of His resources in every challenge we seek to overcome. We partner with Dioceses all over the world.