Customer Service Representative - Volunteer Role

About Us:

The Donovan’s Venom is a 501(c)(3) nonprofit organization focused on creating universal accessibility to fine arts and music education for all. We are passionately dedicated to ensuring that everyone, regardless of financial circumstances, has access to high-quality music education, performance opportunities, and fine art. We aim to inspire, empower, and uplift communities by fostering a love for music and the arts through our commitment to education, inclusivity, diversity, and social impact, which drives us to continually expand our reach and enrich the lives of those we serve.

About the Role

Donovan’s Venoms is seeking a friendly, reliable, and solutions-oriented Customer Service Representative to serve as a primary point of contact for customers and community members.

The Customer Service Representative will respond to questions, resolve concerns, provide accurate information, and help ensure every interaction with Donovan’s Venoms is professional, timely, and positive. This role requires strong communication skills, attention to detail, patience, and the ability to manage multiple customer inquiries while maintaining a high level of service.

The ideal candidate is someone who genuinely enjoys helping people, takes ownership of customer issues, and can remain calm and professional when handling challenging situations.

Key Responsibilities

Customer Support

• Respond to customer inquiries through email, phone, chat, or other designated channels.
• Provide accurate and timely information about products, services, orders, policies, and processes.
• Listen carefully to customer concerns and identify appropriate solutions.
• Resolve routine customer issues independently while escalating complex matters when appropriate.
• Follow up with customers to ensure issues have been resolved and expectations have been met.
• Maintain a professional, respectful, and customer-focused tone in all communications.
• Help troubleshoot basic issues and coordinate with internal teams when additional assistance is required.
• Document customer interactions, requests, complaints, and resolutions accurately.
• Maintain customer records and protect confidential customer information.

Customer Experience

• Identify recurring customer concerns and recommend improvements to customer-facing processes.
• Help create a consistent and positive customer experience across all communication channels.
• Escalate urgent, sensitive, or unresolved customer issues to the appropriate team member.
• Represent Donovan’s Venoms in a manner consistent with its values, brand, policies, and standards.

Team Collaboration

• Work closely with Operations, IT, and other teams to resolve customer issues.
• Communicate recurring issues, trends, and customer feedback to leadership.
• Participate in team meetings, training, and process-improvement initiatives.
• Assist with developing and maintaining customer service FAQs, templates, and knowledge-base resources.

Qualifications

Required

• 1+ year of customer service, client support, hospitality, retail, administrative support, or related experience.
• Strong written and verbal communication skills.
• Excellent listening and problem-solving abilities.
• Strong attention to detail and follow-through.
• Ability to manage multiple inquiries and priorities.
• Comfortable using email, chat, spreadsheets, and basic customer-service or CRM systems.
• Ability to maintain professionalism when working with frustrated or upset customers.
• Demonstrated reliability and accountability.

Donovan’s Venoms is committed to providing an inclusive environment where individuals are treated with dignity and respect. Employment decisions are made based on qualifications, skills, experience, organizational needs, and other lawful considerations

Disclaimer

This is a volunteer position and does not constitute employment. Responsibilities may evolve based on organizational needs.

As a 100% volunteer-led U.S. nonprofit organization, we may engage volunteers located outside the United States. International volunteer participation is subject to applicable U.S. sanctions and export-control requirements, data privacy and information-security requirements, background screening where appropriate, and confirmation that the volunteer’s country and assigned responsibilities have been approved by the organization.