Call Center Representative

To assist donors and potential donors with their telephone requests; explains program services, responds to problems, and directs phone calls to the appropriate area. Properly acknowledges donor support by making outbound thank-you calls to donors as assigned. Processes miscellaneous changes to the donor database according to requests received from donors and potential donors via telephone and written requests.  Provides administrative and clerical support involving data management, documentation, correspondence, and accomplishing special projects to support Gift Processing and other Development areas.

Requirements

Essential Duties:

1.      Exhibits regular and punctual attendance.

2.      Places outbound acknowledgement calls to donors as assigned and documents all calls in the donor database system. 

3.      Receives, handles and/or directs incoming donor inquiries from the toll-free donor services line using established protocols and staying within established scope and boundaries.  Documents such calls as appropriate in the donor database system.

4.      Receives and directs incoming calls from the Campus Support Center toll-free line and the Campus Support Center local number, using established protocols and staying within established scope and boundaries.

5.      Conducts donor research utilizing the donor database and other research tools available as assigned.

6.      Assists in the maintenance of donor records in our donor database for the Donor Services and Call Center staff to include scanning of documents into donor records, entering pertinent donor contacts into donor records, providing donor research upon requests, and utilizing the donor database to prepare informative queries/reports as assigned.

7.      Prepares daily donor correspondence in connection with calls placed and/or received through the in-house Call Center. Updates the donor database(s), including our acquisition and suppress databases, with accurate record changes according to requests we receive from donors in writing, via telephone and from our website.

8.      Conducts other outbound call projects including calls to lapsed donors, calls to remind donors of special events and request their RSVP, and other test call projects as assigned.

9.      Fulfills donor requests for materials, including requests for additional, notepads, greeting cards and other premiums, requests for organizational materials and information, requests for financial information and annual reports, and other information and materials as needed.

Job Specifications:

1.    A high school diploma or GED equivalency is required.

2.    A minimum of 2 years customer service, data entry, and general office experience is required.  Call center experience strongly preferred.

3.    A minimum of 35 wpm typing speed is required.

4.    Basic competency in Microsoft Office for Windows applications (word processing, database, spreadsheet, e-mail, presentation graphics, etc.) is required.

5.    Must be proficient in general office equipment.

6.    Must possess exceptional time management and detail-orientation skills.

7.    Must be at least 21 years of age.

8.    Bi-lingual in Spanish a plus!

9.    Must possess a valid driver’s license.

10. Must be available for travel as needed.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance