Heifer International is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
FUNCTION
The Service Center Representative will provide top-notch service to Heifer International donors, volunteers, and/or internal staff by managing calls, correspondence, web-chat, email, social media comments, and all other inquiries to ensure service levels for our donors and volunteers. This position will be responsible for servicing donors by phone, email, webchat and written correspondence. This position will be responsible for assisting with fundraising efforts of over $5 million in revenue within the Service Center. This position will work with multiple portfolios of stewardship plans for individuals, schools, and congregations to improve revenue, retention and loyalty of donors in these segments.
ESSENTIAL CHARACTER TRAITS
Excellent people, customer service and sales skills. Professional with charismatic, detail-oriented, collaborative, outstanding communication and interpersonal skills; strong drive to work cooperatively and diplomatically with a culturally diverse group of people. Ability to create long-lasting relationships with donors; Excellent verbal, written and presentation skills; Displays data analytics expertise and utilizes best practices and knowledge exchange in an ever-evolving, collaborative and agile environment. Ability to work well with supervisors, coworkers and donors.
RESPONSIBILITIES & DELIVERABLES
A. Donor & Volunteer Engagement (45%)
· Must be able to answer donor questions quickly and accurately using approved information and resources.
· Facilitate over 40,000 donor communication preferences to ensure each donor’s wishes are honored as to how much communication they prefer with our organization across all channels.
· Assist with 65,000 incoming phone contacts annually. Focusing on engaging donors with delightful service and increasing fundraising revenue and retention. Calls are expected to be responded to within 20 seconds.
· Assist with corresponding to over 40,000 emails. Each response must be service-minded and answered within one business day. All responses will use approved formatting and language to ensure a consistent voice with our donors.
· Assist with engaging over 10,000 donors via webchat. Required to assist multiple donors at the same time while maintaining excellent service. Responses must be personal and use approved language and formatting. Chats must be responded to within 20 seconds.
· Assist with processing over 1.1M educational and fundraising collateral pieces. Identify and suggest the best fundraising pieces for each fundraiser.
· Assist donors with processing over 21,000 merchandise and/or MarketPlace Items annually.
· Increase fundraising revenue by capitalizing on each opportunity including upselling, promotion of matching funds and other marketing campaigns.
· Cross-train on all other processes within Donors Services. Including but not limited to corporate match, resources, merchandise, updates, communication preferences, catalog requests, removes, memorial cards, correspondence, calls, web-chat, emails, and any other service functions for our donors, volunteers, and internal team members.
· Maintain production standards.
B. Quality of Care (15%)
· Manage customer interactions in a professional manner by listening to needs and providing solutions. Going above and beyond. “Yes we can!”
· Process all transactions accurately and efficiently.
· Maintain quality assurance standards.
· High ability to problem solve. Must be able to come up with the appropriate solutions and focus on finding a way to say yes to a donor’s need.
· Must be able to listen to and adapt to the quality of care feedback in an effort to strive for excellence.
C. Cornerstones & Milestones (10%)
· Continuously meet and maintain strategic, departmental service level guarantees and quality assurance of all functions within Donor Services.
· Live the Heifer Cornerstones
· Same Day Service
· One Interaction Resolution
· Together, Yes We Can!
· 1-3 months – Training
· 3-6 months – Meeting Standards
· 7-12 months+ – Exceeding Standards
D. Stewardship Plan Management (25%)
· Manage stewardship efforts within segmented portfolios including communication, cultivation, solicitation and stewardship.
· Improve revenue, retention and loyalty of donors in these plans.
· Maintain Community Portfolio revenue. Focus on; $5,000 lifetime giving and above by congregations, schools and civic groups; individual donors giving more than $1,000 through mass marketing and corporate matching gift.
· Utilize Donor Analytics Framework and Stewardship Advance Plans to customize portfolios.
· Assist Cause Marketing with recruiting businesses to support Heifer and work to steward volunteers.
· Provide feedback to improve overall donor relationships
· Ensure touchpoints are coordinated with all other teams: Mass Marketing, Philanthropy and Planned Giving.
· Input all pertinent interactions into database systems for reporting and analysis.
· Complete calls, emails and mailings and all personal stewardship touchpoints in a timely manner.
E. Other work-related duties as assigned (5%)
Minimum Requirements
· Bachelor’s degree plus two (2) years of call center and/or customer service experience.
Preferred Requirements
· At least five (5) years’ experience as a customer service representative.
· Intermediate or advanced level ability to both speak and read Spanish preferred.
· Prior call center experience preferred.
· High technology skills needed with a complete automated, paperless workflow environment
Most Critical Proficiencies
Essential Job Functions and Physical Demands
OUR FUTURE
Heifer International has set a goal to help 4 million families within the communities where we work achieve living incomes by 2020. This income will allow them to educate their children; feed themselves adequately every day; and have proper housing, water, hygiene and other essential resources.
To apply, visit https://jobs.jobvite.com/heifer/jobs