Dan Royal Job/Vacancies

The Customer Service Representative serves as the point of contact for all Women for Women International sponsors and donors who have questions, concerns or adjustments to make to their gifts.  This position is responsible for the prompt, accurate and efficient processing of incoming telephone calls and e-mails, voicemail's and regular mail that is received from our constituents.

Customer Service Representative

Area:                   Headquarters
Dept:                   Sponsorship Operations
Status:                Hourly, 3-months Temp to Perm
Location:             Washington, DC
Reports to:          Customer Service Lead

PURPOSE:

The Customer Service Representative serves as the point of contact for all Women for Women International sponsors and donors who have questions, concerns or adjustments to make to their gifts.  This position is responsible for the prompt, accurate and efficient processing of incoming telephone calls and e-mails, voicemail's and regular mail that is received from our constituents.

Quantifying incoming inquiries by category is a critical part of the position as it enables management to understand opportunities for improvement in the organization.

DUTIES and RESPONSIBILITIES:

    * Receive and handle customer requests and questions regarding service, programs and account information via phone, email, fax or mail
    * Analyze and rectify customer concerns using established policies and procedures
    * Access and/or update customer records where necessary, maintaining standards of privacy and security required by PCI DSS and WfWI security policy
    * Aid in creation and publishing of new policies and procedures as needed in response to new categories of contacts
    * Demonstrate and maintain an understanding of Women for Women International’s programs, campaigns, policies and procedures
    * Project a friendly, empathetic and professional persona to all contacts
    * Provide activity reporting and analysis as directed
    * Complete other duties as assigned

QUALIFICATIONS and SKILLS:

    * College Graduate or equivalent working experience.  Contact management/customer service experience a plus
    * Clear verbal and written communication and pleasant telephone manner
    * Good typing skills (40WPM), familiarity with use of a database, and office tools (Excel, Word)
    * Excellent English oral and reading comprehension skills

    * Good listening skills with ability to analyze underlying reason for call
    * Works quickly and accurately with scrupulous attention to detail
    * Ability to work independently and as a team member
    * Knowledge about the mission and programs of Women for Women International
    * Candidates will be subject to a background check

TO APPLY:

Please submit your resume/CV and cover letter via:

         1. Email (preferred, with “Customer Service Representative” in the subject line of the email) to: [email protected],
         2. Fax: 202 293 0853 or
         3. Regular mail:

ATTN: Human Resources Department
Women for Women International
4455 Connecticut Avenue, Suite 200
Washington, DC  20008

Interviews will be scheduled on a rolling basis.

The position will remain open until filled. Applicants will be contacted directly to schedule an interview.

Please respect our “no phone calls” policy.

Non-US citizens applying for regular positions based in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

Women for Women International is an equal opportunity employer and does not discriminate on the basis of race, ethnicity, national origin, political affiliation, religion, gender, disability, and/or sexual orientation.

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