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Job Description

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Partner Service Representative star

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Frontiers

Phoenix, Arizona, United States

Date Posted:
06/05/2015
Categories:
Fundraising
Job Type:
Full-Time
Frontiers
Job Description:

SUMMARY: Frontiers is a Christian, faith-based non-profit working with churches to send their workers overseas.  We’re looking for a representative who can provide donors with excellent service, important and timely information, by the most effective and efficient processes we can implement. 

 

ESSENTIAL RESPONSIBILITIES:     

  • Developing and enhancing customer relationship by managing all incoming/outbound calls
  • Responding to customer inquiries and resolving customer concerns
  • Increase donor giving through relationship development and asking the donor to make gift investments
  • Knowledge and terminology of gift processing
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality and customer-service standards, resolving problems, determining system improvements, implementing change
  • Maximizes customer operational performance by providing customer service resources, technical advice and resolving problems
  • Developing and enhancing customer relationships, ensures accurate and timely donor response
  • Responds to customer inquiries and resolving concerns, responsible for all elevated customer service calls
  • Works with other departments or outside vendors to maintain, create or refine processes within the boundaries of the Partner Services department
  • Developing and enhancing customer relationships, ensures accurate and timely donor response

 

DUTIES: 

  • Receive credit card donations
  • Process gift adjustments
  • Update addresses and other data/gift entry as needed
  • Ensure credit card gifts and pledges are accurately recorded
  • Arrange for the distribution of information such as but not limited to EFT forms, Donations forms, newsletters and brochures
  • Assist donors with online donations and cancellations
  • Assist workers with donor information and procedures
  • Review, print, fold & insert receipt letters for multiple packages
  • Hand address personalized receipts and acknowledgment cards
  • Generate department reports
  • Communicate with Finance to process donor gifts and requests
  • Training and department meetings
  • Other responsibilities as needed

 

SKILLS/TRAITS: 

  • Strong customer service skills – active listening, empathy, problem solving
  • Ability to take initiative with little direction
  • Decision making
  • Process improvement
  • Emphasizing excellence
  • Experience using Adobe Acrobat Pro, Salesforce and other software applications
  • Confident and experienced in using Windows, Mac and Web platforms
  • Knowledgeable about social media and its role in customer service
  • Experience with chat-based customer service
  • Outstanding telephone skills and etiquette
  • Demonstrate analytical, problem solving and time management skills
  • Excellent interpersonal and organizational skills
  • Demonstrated successful experience in a customer service or personal contact role
  • Able to obtain goal setting and performance measurements
  • Proven track record of dependability

  

QUALIFICATIONS: 

  • High School diploma or GED (required), preferred Bachelor’s degree
  • 3 + years of experience using Denari and other Web-based applications
  • Experience with VoIP systems
  • Knowledge and practical usage of HTML
  • Computer skills and experience with Microsoft Office, especially Excel, Word and Access
  • 3-5 years of recent customer service experience
  • Typing 50 + words a minute
  • Must work 7:30am – 4:30am, 8am – 5pm, 8:30am – 5:30pm or 9am – 6pm Monday – Friday
  • May be required to sit for long periods of time
  • Minimum three hours of phone time daily     

   
Note: This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Performs other duties (or functions) as assigned.

 

 

Qualified candidates should forward resume to hr@gracetogo.org. No phone calls please.

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About the Company

Frontiers

The gospel is meant for every people group in the world without exception, since all are made in God’s image and are specially designed for relationship with him. More...

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