Customer Experience Specialist
Qgiv, United States
Job Description
Who are we?
Qgiv exists to help people fulfill their passion to make a difference. Founded in 2007, Qgiv now provides thoughtfully-designed, user-friendly fundraising software to more than 6,500 nonprofits in the US and Canada. Nonprofits such as Habitat for Humanity, Big Brothers Big Sisters, Junior Achievement, Humane Societies, and more use Qgiv’s online fundraising tools to delight donors and raise funds for their missions.
We’re guided by our core values: empathy, introspection, honesty + integrity, persistence, openness, respect, and passion. We work hard to meet deadlines and goals, but we also take time to celebrate and have fun! In the office, we enjoy game nights, potlucks, costumes, office decorating competitions, a monthly birthday cake, and more free snacks and beverages than should be allowed. For those remote, we stay connected through video and Slack, weekly coffee talks, and virtual Town Hall meetings.
We strive to create a workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.
About the Opportunity
As a Customer Experience Specialist, you’ll have daily interaction with our clients serving as a front-line representative who’s responsive to client needs. You'll address all or any combination of the following requests from clients: emails from our helpdesk, inbound phone calls, chat requests, training requests, and even in-person support at events. In many cases you will have the closest relationships with our clients and be the face of Qgiv for many folks that use our product. We help with everything from tactical event setup, adding options, updating branding, troubleshooting, training etc. -- all with our suite of tools! You must become and remain a product expert to thrive in this role, each day presents new opportunities and questions as our clients’ needs change.
We need a customer-centric candidate with a passion for helping our clients drive success. Are you confident in your skills, empathetic to others, and efficient in your day-to-day time management and prioritization of tasks? You must thrive in an environment that is ever-changing and requires a confident and steady hand to meet the varied needs of our clients. This role necessitates task switching throughout the day, which requires focus and great communication skills. Are you detail-oriented? We believe that the devil really is in the details.
Substantial Department Goals
- Timely, efficient and competent responses to all inbound requests via phone, email and chat
- Understand NPS and be aware of how your everyday interactions contribute to that goal (more on that later)
- Make all of our clients more successful with each interaction month over month, year over year, etc.
- Become and remain a product expert
- Build strong relationships and communicate well both within your team and interdepartmentally
Results
- Maintain a Client Satisfaction Score of 98% or above.
- Do your part in keeping revenue retention numbers above 112% - this goal is really about eating an elephant one bite at a time. No ONE interaction will make it or break it, it's about what you do consistently. Revenue retention speaks to how successful clients are month over month and year over year.
- Do your part in keeping NPS at 60 or above - this is a question asked of our clients regarding how likely they are to recommend us to a colleague. Just like above, everyday interactions highly influence the way clients respond here.
- Maintain a first response time of less than 60 minutes during business hours.
Actions
- Maintain a Client Satisfaction Score of 98% or above
- Strive for one-touch resolution when it makes sense
- Keep client updated even when there is no resolution, they shouldn’t have to ask us for an update
- Be thorough in responses, we don’t believe in less is more when it comes to supporting our clients
- When clients are upset and frustrated, practice empathy
- Get really great at managing expectations regarding enhancement, pricing changes, bug timelines, etc.
- Do your part in keeping churn numbers in range
- Always gather as much information as you can from clients who are choosing to cancel so we can learn from those situations
- Advocate for our clients by getting to the root of the REAL problem when they call with issues or ask for features, often the real problem isn’t what they’re describing
- Do your part in keeping NPS at 60 or above
- Net Provider Score is all about the willingness of clients to refer, relationship building is key here