KEY RESPONSIBILITIES & ESSENTIAL DUTIESCustomer service: Provides and models top-notch full-cycle relationship management with supporters of OneChild. During and after initial donor setup, builds and maintains ongoing supporter relationships. Initiates supporter communication to ensure account information is up-to-date and accurate. Resolves donor account issues and any quality-control issues that arise. Data entry: Accurately enters highly confidential supporter financial information into CRM, maintains integrity of supporter records, and enters comprehensive and timely records of all supporter interactions in the CRM.Troubleshooting: Troubleshoot supporter issues by identifying needs and internally collaborating with other departments to seek root-cause problems and appropriate resolution. Upon developing an exhaustive understanding of internal process workflows, business requirements (including procedures and systems), and pertinent business schedules, proactively looks for ways to improve and evolve processes in support of organization-wide events and initiatives.Collaboration: Work closely with other internal teams and cross-train when needed.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.QUALIFICATIONSMust have excellent verbal, written, and interpersonal communication skills; ability to pay attention to the details and accurately record information given over the phone, via email, through the website, etc. Bilingual in Spanish is a huge plus!Able to quickly build rapport internally and with OneChild donorsUses discretion in handling sensitive and highly confidential supporter informationUnderstands the importance of effective customer service and customer retention/loyalty principles and practicesEffectively navigates communications and interactions with partners and prospective partners for gaining commitment to child sponsorship through OneChild and long-term retention of supportersOrganizes and prioritizes workload; understands when to adapt based on urgency of requests/inquiries/projectsMust be able to come to the office regularly and be able to work in close proximity to other team members EXPERIENCEAA or AS is preferred, but not requiredMust be comfortable communicating using a phone and/or other call-center equipmentMust have at least 3 years of experience in a call-center environment or similar high-volume customer service environmentAccurate data entry and 10-key is a mustProficiency with MS Office; strong computer skillsBilingual in Spanish is a huge plus!MANAGERIAL SCOPEThere are no supervisory responsibilities for this position.WORK ENVIRONMENTThis role follows a hybrid work model with flexible days in office and remote days each week. COMPENSATION & BENEFITSAt OneChild, we are committed to providing fair and transparent compensation in alignment with our mission and budget. As a nonprofit organization, we strive to offer a meaningful benefits package which includes medical, dental, and vision insurance, 403b + match, PTO, a monthly cell phone stipend, and other perks (summer picnic, tuition assistance, fitness/wellness reimbursement, and paid volunteer time). This position is considered a full-time, non-exempt role. Final compensation and benefits eligibility are determined on candidate experience, skills, and employment status. Employees are held accountable for successfully performing essential duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
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