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Client Service Analyst I
3 months ago
Responds to inbound phone inquiries from clients and partners regarding the use of Greater Giving products. Typically taking between 25-35 inbound phone calls per day.
Provides in-depth technical support, customer service, and general account management to clients on all Greater Giving products and services.
Consults with and assists clients before, during, and after events to ensure fundraising efforts are optimized.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Identifying customers' needs, clarify information, research every issue and providing solutions
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Maintain client accounts and events in our software and CRM, which may include coordinating information from other departments.
Represents Greater Giving in a professional and positive manner.
Maintains regular and predictable attendance for scheduled shifts
Ideally 2 years of work experience in a Client Service, Technical Support or software support-related role.
Exceptional client service and interpersonal skills, attention to detail and organizational skills
Demonstrated experience providing technical solutions to clients
Google G-Suite experience a plus
Zendesk and Salesforce experience a plus
HTML/CSS & website building experience a plus
Non-profit industry and/or fundraising experience a plus
Supplier call notes 12/11/23
Peak season from March to May- potential for OT.
This role will be extended 6 months.
Goal is to roll resources perm at the end of contract.
Conversion rate (USD)*** starting pay plus benefits and career growth opportunities.
Onsite first 2 weeks for training and then role moves to a hybrid model. Resource must be onsite at least 1 day a week.
Inbound call center. No scripts provided however, trainer is available to help, and team is getting a chat bot to use for information.
HM stated people who come from call enters that use scripts tend to struggle in this environment.
People who are gamers or worked with Photoshop tend to have good familiarity with software.
Resources will be working in a Globa Payments proprietary software called greater giving.
This software is used for non-profit organizations.
There are 2 shifts.
6:30AM to 3:00PM
7:30AM to 4:000PM
Occasionally a Saturday will need to be worked but this is assigned off a rolling basis and is kept fair, so the same person is not always on Saturday.
Shifts will be decided and assigned after 2-week training period.
Smaller staff- currently 6 people.
Inclusive culture
Interview process is a 30-45-minute virtual meeting with the hiring manager and trainer.
HM would like both resources to start at the same time and is ready to look at resumes and schedule interviews.
