Consultance : HIAS recrute un(e) Spécialiste du suivi des donateurs et des électeurs aux Etats-Unis.

 

 

 

 

 

 

 

ESSENTIAL FUNCTIONS:

  • Supports HIAS’ Customer Care services, including the hotline and the external call center service provider, with a customer service culture of kindness, patience and understanding.
  • Helps to maintain knowledge base of standard answers to common questions (FAQs) asked about HIAS, engaging internal subject matter experts for input; liaises with staff who assist with monitoring incoming inquiries in order to offer appropriate, accurate, on-brand responses.
  • Supports efforts in monitoring the [email protected], [email protected] and the Planned Giving email inboxes, voicemail boxes and serves as a point of contact for information inquiries.
  • Oversees use of customer service software platform; evaluates inquiries received (source, subject, negative/positive and outcome), analyzes results and reports on metrics to relevant stakeholders.
  • Ensures all information received is documented and communicated accurately and promptly.
  • Updates donor information in Raiser’s Edge as needed.
  • Assists with testing HIAS.org features and functionality for donors and website users to determine efficacy of efforts.
  • Performs other duties, as necessary.

QUALIFICATIONS & REQUIREMENTS:

  • Undergraduate degree preferred.
  • 3-5 years of relevant experience.
  • Second language fluency preferred.
  • Exceptional customer services skills; excellent written and verbal communications skills.
  • Operates with a problem-solving mindset and a proven record of successfully resolving issues to the constituent’s satisfaction.
  • Ability to prioritize and multi-task projects in a fast-paced environment.
  • Ability to maintain composure and convey a positive attitude while interacting with clients, beneficiaries and coworkers.
  • Strong cross-cultural skills, with an interest in human rights and social justice.
  • Detail-oriented, independent and reliable.

EXTERNAL REPRESENTATION:

All employees are expected to represent the organization in alignment with HIAS’ mission, vision and values. Some employees of HIAS are expected to speak externally on behalf of the organization with clients, donors, affiliates, partners, etc. as part of their work-related responsibilities. Applicants for these roles acknowledge and accept the inherent risk associated with external representation of HIAS.

Application process

Closing date :