Provides top-notch service to donors, volunteers, and/or internal staff via calls, correspondence, web-chat, email, and/or face-to-face interactions. Main function includes servicing donors by phone, email, web chat and written correspondence.Responsibilities:-Provide top notch service to all customers - both external and internal-Assist with handling 80,000 incoming phone contacts annually-Assist with corresponding to over 20,000 emails. Each response must be service minded and answered within one business day. All responses will use approved formatting and language to ensure consistent voice with donors-Assist with engaging with over 13,000 donors via web chat. Requires you to assist multiple donors at the same time while maintaining excellent service. Must be personal and use approved language and formatting. Must be responded to within 20 seconds-Assist with processing over 1.1M educational and fundraising collateral pieces. Identify and suggest fundraising pieces for each fundraiser-Assist donors with processing over 21,000 merchandise and/or MarketPlace items annually-Increase fundraising revenue. Capitalize on each opportunity including upselling, promotion of matching funds and other marketing campaigns-Must be able to answer donor questions quickly and accurately using approved information and resources-Facilitate over 40,000 donor communication preferences to ensure each donor's wishes are honored as to how much communication they like with our organization across all channels-Cross-train on all other processes within Donor Services, including but not limited to corporate match, data entry and indexing donations, resources, merchandise, updates, communication preferences, catalog requests, removes, memorial cards, correspondence, calls, web-chat, emails, receptionist backup, and any other service functions for our donors, volunteers, and internal team members-High technology skills needed with a complete automated, paperless workflow environment.-Maintain production standards-Prioritization skills required to thrive-Handle all customer interactions in a professional manner by listening to needs and providing solutions-Process all transactions accurately and efficiently-Maintain quality assurance standards-High ability to problem solve-Must be able to listen to and adapt to quality of care feedback in an effort to strive for excellence-Continuously meet and maintain strategic, departmental service level guarantees and quality assurance of all functionsWorking hours: 8:30 AM - 5:00 PMSkills:-Must be able to work in a fast-paced environment using multiple systems and juggling many tasks-Ability to work with and maintain sensitive and confidential donor and internal information-Ability to understand difficult verbal and written instructions-Constant face-to-face, telephone and electronic communication with colleagues, donors and the general public-Ability to work independently and perform multiple tasks with moderate supervision-Excellent interpersonal skills with the ability to work cooperatively with a culturally diverse group of people-May require constant sitting and working at a computer for extended periods-Occasional bending and lifting of up to 20 pounds, floor to waist-Ability to easily adapt to changeEducation:BachelorsExperience:4-7 yearsQualifications:Bachelor's Degree plus 2 years of call center and customer service experience preferred, but not requiredAt least 5 years experience as a customer service representativeIntermediate or advanced level ability to both speak and read Spanish preferredPrior call center experience preferred Must be able to pass background check. Internet speed check required and must be able to pass a written assignmentSpherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.