Donor Communications Associate

Job Type

Full Time

Published

08/06/2018

Address

Urbana
Illinois
United States

Description

Summary:

This position has a start date of October 1, 2018.


The ASPCA Donor Communications team, located in the Midwest Office in Urbana, IL, is seeking friendly, engaging, reliable, and people- savvy individuals who want their work to make a difference in the world.  The ASPCA Midwest Office houses the Animal Poison Control Center which fields phone calls 24/7 to assist with pet poison emergencies. The Midwest Office also contains call center teams that coordinate assistance for pet owners who may need financial assistance to keep their pet in their home. The Donor Communications team is a new addition to the Midwest Office. The Donor Communications Associate will be responsible for answering and responding to customer service calls, emails, texts, and direct messages from ASPCA donors. They will be able to accept ownership for effectively solving customer inquiries and complaints, keeping customer satisfaction at the core of every decision. If you are motivated and have a passion to make a difference, this is the job for you!


Responsibilities:

Responsibilities will include, but are not limited to:


  • Professionally manage cases, initiated by phone, email, web, and chat from donors and others, utilizing scripts and talking points provided
  • Assist in creating scripts and talking points
  • Provide follow up as needed to ensure excellent customer experience
  • Update donor data with a high level of confidentiality Maintain accurate case records in all required systems
  • Research required information using available resources
  • Provide quality assurance on case records
  • Recognize, document, and alert the management team of trends in customer calls
  • Assist with training and on-boarding of new hires
  • Administrative and special projects as assigned


Exemplifies the ASPCA’s Core Values:


  • HasCommitment and dedication to improving the lives of animals
  • Demonstrates Ownership and feels responsible for outcomes
  • Believes in Team – that we are stronger together
  • Seeks to Elevateothers and reimagine what is possible
  • Focuses on Impact, specifically making change for animals


Additional Information


  • Prior customer service and/or call center experience is preferred
  • Prior donor support experience is a plus


Qualifications:

Ability to manage large amounts of inbound and outbound calls in a timely manner, Ability to provide outstanding internal and external customer experience and work well on a team, Excellent active listening skills and the ability to quickly develop a rapport with customers over the phone, Excellent interpersonal, written, and oral communication skills, Exceptional customer service and professional phone voice, Proficiency with computers and strong typing skills, Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

  

Language:

English (Required), Spanish


Education and Work Experience:

High School Diploma or GED (Required)



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Level of Language Proficiency

English (required)

Professional Level

Entry level

Minimum Education Required

High School


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