Customer Service Representative

Job Description

Job Description

Internal Job Title: Donor Care Representative

Location: Downtown Phoenix - In Office

Job Summary

Serve as a Food for the Hungry, Inc. (FH) representative via telephone and email, including incoming phone calls and emails, as well as outbound phone calls in fulfillment of the sponsor engagement strategies.

Skills & Competencies

• Demonstrated computer-operating skills, including proficiency in Microsoft Office products, and virtual technologies such as MS Teams and Zoom.
• Customer relationship management software skills preferred.
• Strong written and verbal communication skills for email writing to effectively engage the donor audience while signaling FH's mission well to the donor.
• Proficiency in spoken and written English. Spanish language is a plus.

Responsibilities

• Provide top notch customer service to our sponsors and donors by living out our Heartbeat values daily.
• Answer incoming phone calls about account related questions and program questions, as well as questions via mail.
• Identify and introduce cross selling techniques to further engage the donor as well as drive and complete a donor call successfully.
• Represent FH through outbound call strategies such as welcoming new sponsors, connecting with lapsed sponsors to motivate re-engagement, and responding to voicemails.
• Other duties as assigned.

Qualifications

• High School Diploma or GED required.
• At least 1 year of customer service experience.
• Previous call center experience preferred.
• Ability to sit/stand at a computer for up to 8 hours a day doing repetitive motions on a keyboard.

Safeguarding Policy

FH strives to provide an environment free from sexual exploitation and abuse and harassment in all places where relief and development programs are implemented. FH holds a zero-tolerance policy against sexual exploitation, abuse, and harassment. FH expects its employees to maintain high ethical standards, protect organizational integrity and reputation, and ensure that FH work is carried out in honest and fair methods, in alignment with the Heartbeat Values and safeguarding and associated policies. Violations to stated policies will be subject to corrective action up to and including termination of employment.

Note: The skills, responsibilities, and qualifications outlined above are not exhaustive and may be subject to change as per the organization's needs.