Client Services Representative
2 weeks ago
As the Client Services Representative (Bilingual), you will manage one-on-one donor relationships with callers, representing Moore clients based on client expectations and guidelines via inbound calls, outbound calls, and email management.
Moore Response Management Group (RMG) is a processing, data and technology-driven company. By combining best-in-class direct response processing, customer care and fulfillment solutions with actionable data insights, Moore RMG drives one-to-one relationships for an improved donor and customer experience that increases retention and revenue.
Your Impact:
- Assigned to client call queues based on training and call volume.
- Utilizes training and client work instructions, will perform tasks in client databases based off the request of the calls.
- Using files and/or databases, will place outbound calls based on client guidelines. Examples of tasks can include but are not limited to following up with donor information, recovery of invalid donations, "Thank You" calls, promotional information, etc.
- Responds to client facing emails using email scripts outlined by the clients' work instructions. Email accounts can be accessed through a web-based site or an email application.
- Must be able to multi-task by working within a database and reviewing client work instructions, while engaging with the caller.
- Actively check RMG email and other chat applications throughout the business day to ensure communication is received and being provided to/from support staff.
- Participates, as needed, in client conference calls, trainings and visits based on direction of Contact Center leadership.
- Assist with department billing by tracking their daily task and bringing attention to any task that is being performed outside the normal business rules of the client.
- Responsible for assisting the department in maintaining its SLF standard of 80% or higher by effectively answering 80% of calls presented within 20 secs.
- High school diploma/GED required.
- Experience in customer service and/or call center is preferred.
- Bilingual in Spanish.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to understand communication presented in English; in written, oral, schedule, and graph formats. Must be able to make basic presentations related to work area to internal and external clients.
- Must possess basic problem-solving skills using concrete variables.
- Able to prepare documents and be fluent in Microsoft Office Word and Excel to utilize for reporting and documentation as necessary. Must be able to learn RMG systems and client databases for daily operations.
- Join the largest marketing and fundraising company in North America serving the nonprofit industry where we prioritize innovation and professional growth.
- Collaborate with industry subject matter experts with over 5,000 employees across the enterprise.
- To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive healthcare, paid holidays and generous paid time off so you can have the time and space to recharge pursue your other passions and be with the people you care about.
- Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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