Customer Service Representative
Women for Women International (Washington, Washington DC)

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Area:               Headquarters

Dept:               Marketing & Development

Status:             Full time, Exempt

Location:        Washington, DC

Reports to:     Customer Service Lead

 

Purpose:

The Customer Service Representative serves as first point of contact for all Women for Women International supporters and represents the organization to its donor, sponsors and other audiences.  This position is responsible for insuring the prompt, accurate and efficient processing of incoming telephone calls, E-mails, voice mail and regular mail that is received from our donors, prospects or anyone inquiring about the services we provide. Quantifying incoming inquiries by category is a critical part of the position as it enables management to understand opportunities for improvement in the Women for Women International organization. This position is subject to a Background Investigation.

 

Duties and Responsibilities:

·         Receive and respond to customer requests and questions regarding service, programs, and account information.

·         Analyze and rectify customer concerns using established Women for Women International policies & procedures.

·         Access and/or update customer records where necessary.

·         Create appropriate responses to customers that fully address their inquiries/concerns.

·         Aid in the development of procedures, talking points and reporting templates.

·         Classify inquiry by receipt type (mail, phone E-mail etc.) and by inquiry type (change my address, update my credit card information, invoice was paid etc.).

·         Demonstrate and maintain an understanding of Women for Women International’s programs, policies and procedures.

·         Provide reporting and analysis as directed.

·         Complete other duties as assigned.

 

Knowledge, Skills & Abilities:

·         College Graduate or equivalent working experience.  Nonprofit fundraising or marketing experience a plus.

·         Excellent telephone voice which makes your communications easily understood.

·         Excellent computer skills and average typing skills of approximately 30 words per minute.  Specific knowledge in contact management databases a plus.

·         Excellent oral and reading comprehension skills to communicate with customers in same manner as they communicated with you. (Phone, E-mail, etc).

·         Good listening skills with ability to place yourself in the customer’s situation.

·         Demonstrated empathy for the customer’s situation.

·         Works accurately with an eye toward detail.

·         Ability to work independently and as a team member.

·         Demonstrated creativity and flexibility.

·         Knowledge about the mission and programs of Women for Women International.

·         Strong commitment to working with women and women’s issues.