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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 expressing compassion and support to those facing challenges such as hunger, homelessness, or addiction. Our goal is to foster a community where individuals are recognized, accepted, and encouraged on their journey from crisis to self-sufficiency.

ROLE SUMMARY:

The Customer Service Representative will play a crucial role in creating a welcoming and professional atmosphere for all donors reaching out to St. Matthew's House. This individual must possess the ability to manage multiple tasks, respond to incoming inquiries, and effectively resolve customer service challenges while maintaining a 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, reflected by a 90% or higher weekly Net Promoter Score (NPS) from 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.
  • Recognize and appreciate donors after their contributions through various means, including phone calls and written acknowledgments.
  • Document information in the SMH T-Drive and maintain accurate logs and records.
  • Exhibit excellent public relations skills and strong communication with both donors and team members.
  • Foster a positive team environment by building relationships with colleagues.
  • Prioritize safety in all decision-making processes.
  • Perform additional duties as necessary.

THIS IS A FULL-TIME POSITION, MONDAY TO FRIDAY WORK WEEK.

Qualifications:

Education: High School diploma or equivalent preferred.

Experience: A minimum of 1 year in a customer service role is strongly preferred.

Confidentiality: This position involves handling sensitive information.

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