Customer Service Associate
GlobalGiving, United States
Job Description
Are you passionate about providing top-notch customer service in the nonprofit sector? Do you thrive in an environment where you can collaborate across teams and leverage technology to make people smile, laugh, share, and inspire others as a result of their interactions with an organization?
GlobalGiving is looking for a Customer Service Associate to join our team. You will be responsible for providing our wide range of customers with excellent customer service accessibility.
In this role, you'll have the opportunity to connect anyone who reaches out from a U.S. donor trying to give to their favorite project to a nonprofit partner running a school in Thailand to companies looking for a way to help their employees give back.
We have a collaborative work atmosphere where everyone’s input and ideas are valued. We’re committed to work-life balance and offer everyone opportunities to learn, experiment, and grow. Since creative, enthusiastic employees are our most valued resource and the basis for our success, we take great care in how we attract, hire, and support our employees for a successful career. If you care about collaboration, curiosity, communication excellence, and continuous improvement, this position is right for you.
Primary Responsibilities
- Manage and respond to incoming queries, requests, and support through various platforms offered by GlobalGiving, including our email systems, voicemail/phone responses, and social media responses
- Responsible for triaging and escalation of queries
- Meet service level agreements and KPI goals to provide gold-standard customer service
- Project and operations support
- Ad Hoc initiatives
- Assisting with projects within the Global Operations function, including reporting
- Collaborate with colleagues to identify and implement improvements to enhance customer experience
- Provide support to cross-border service recipients by implementing Race, Equity, Diversity, and Inclusion practices
Requirements
Required Qualifications
For our team to be a great fit for you, the following qualifications should resonate with you:
- 4+ years of professional experience, with 3+ years experience in Customer Service
- Excellent communication skills, both verbally and in writing, to deliver positive, impactful communication
- Effective and solutions-oriented collaborator capable of maintaining positive relationships with teams across the organization
- Patience, empathy, and professionalism
- Good problem-solving and decision-making capabilities
- Basic computer skills, including data entry, website navigation, and other software
- Effective time management, prioritization, and multitasking skills
- Excellent team player, supporting a culture of individuality, fun, and the sharing and embedding of best practice
- The ability to communicate ideas effectively, to listen to others' ideas, and to collaborate to arrive at great solutions.
- A passionate belief in the mission of GlobalGiving and a commitment to our core values.
- Basic familiarity with spreadsheets to understand and prepare reports
Preferred Qualifications
In addition, the ideal candidate would also have some or all of the following qualifications:
- Expertise in customer service tools and ticketing systems such as Zendesk, Salesforce, etc
- Experience working in the nonprofit sector.
- Fluency or professional proficiency in one or more foreign languages; Spanish or French preferred.
Benefits
Salary + Benefits
Starting salary range: $52,500-$60,000
Benefits include flexible work hours, remote work options, up to 5 weeks of paid time off per year, professional development opportunities, and a meaningful job where you can go home at night and say, "Today, my work helped more than 700 kids get their essential health and educational needs met." (One of many true stories.) And, of course, we've also got you covered with benefits like health care, dental/vision, paid family leave, paid sabbaticals, commuter benefits, and 401K.
Location
This is a full-time position reporting to the Customer Service Manager. This role can either be based in GlobalGiving’s headquarters in Washington, D.C., with remote working options or operate fully remotely from anywhere in the US as long as most of the workday overlaps with US/Eastern time. If you intend to apply as a fully remote worker, be prepared to speak about your experience with remote employment in the recruitment process.
Applicants must reside in the United States. Applicants must be able to demonstrate that they have legal authorization to work in the United States for the duration of this permanent pos