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Customer Service Representative

2 months ago

Naples, Florida, United States St. Matthews House Inc Full time
Job Overview

OUR MISSION:

At St. Matthew's House, we are dedicated to serving the community in Southwest Florida by addressing issues of hunger, homelessness, and addiction. Our goal is to ensure that individuals facing these challenges are not alone and have a clear path to recovery and contribution. We strive to build a supportive environment where everyone is recognized, valued, and empowered.

ROLE SUMMARY:

The Call Center Operator plays a crucial role in fostering a welcoming and professional atmosphere for all donors reaching out to St. Matthew's House. This position requires the ability to handle multiple tasks, respond to incoming inquiries, and resolve customer service concerns while maintaining a calm and positive attitude, even in high-pressure situations. A commitment to delivering exceptional customer service is essential.

Key Responsibilities:

  • Support the organization in achieving and surpassing productivity benchmarks, aiming for a 90% or higher weekly Net Promoter Score (NPS) based on donor feedback.
  • Build trust with donors by ensuring follow-through on every interaction.
  • Clearly communicate the mission of St. Matthew's House to our donors.
  • Manage scheduling communications with donors, including confirmations, cancellations, and rescheduling of pickups.
  • Express gratitude to donors after contributions through various means, including phone calls and written acknowledgments.
  • Accurately input data into the SMH T-Drive and maintain detailed logs of activities and interactions.
  • Exhibit strong public relations skills and effective communication with both donors and team members.
  • Foster a positive team environment by building strong relationships with colleagues.
  • Prioritize safety in all tasks and decisions.
  • Perform additional related duties as necessary.

THIS IS A FULL-TIME POSITION WITH A MONDAY TO FRIDAY WORK SCHEDULE.

Qualifications:

Education: High School diploma or equivalent preferred.

Experience: A minimum of one year in a customer service role is strongly preferred.

Confidentiality: This position involves handling sensitive information.

Work Environment: Primarily office-based, with responsibilities extending to the warehouse and surrounding areas. Flexibility in work hours is required, including potential overtime and holiday shifts.