Call Center Representative (On-Site)

Brief Description

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels and devices. We are an innovation-led company that is the largest data, media, and marketing company in North America serving the purpose-driven industry with clients across education, association, political and commercial sectors.

Job Summary:

As Donor Contact Center representative, you will serve our local and national donors through the implementation of best cell center methods and fulfillment procedures. Handle all incoming and outgoing calls efficiently and accurately, explaining possible solutions, and ensuring that clients feel supported and valued. You will also be asked to make suggestions for system and process improvement because of your knowledge of daily and ground operations.

Requirements

Supervisory Responsibilities:

• None
  
  
  

Duties/Responsibilities:

• Answering or making calls to donors/clients to learn about and address their needs, complaints, address changes, and donations.
• Process donation, update contact information, and answer FAQs.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry donor/clients, as needed.
• Building lasting relationships with donors and clients.
• Utilizing five 9 software, CRM, MAVRO, & Salsa databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Make sure credit card numbers and donation amounts are correct and verify all contact information.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• In down time key Mavro, and credit cards.
• Adhering to all company policies and procedures.
• Performs other duties as required.
• Ability to work overtime including Saturday during times of mail fluctuations.
• Ability to maneuver between departments minimum of 100 feet, maximum of 600 feet at a time. This would be 10% of the time.
• Ability to be at a desk 90% of the time.
• Ability to lift 10lbs.
  
  
  

Required Skills/Abilities:

• Verbal and written communication skills
• Organizational skills and attention to detail
• Customer service
• Data Entry
• Multitasking and prioritizing
• Dependability
• Problem-solving
• Ability to work under pressure.
• Adaptability
• Professional phone and email etiquette
• Proficient with Microsoft Office
  
  
  

Education and Experience:

• Proven work experience in customer service, or equivalent work experience
• Hands-on experience with office equipment (i.e., copiers and printers)
  
  
  

Summary

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.